Yes! I.T. departments are in customer service.
Yes! Accounts departments are in customer service.
Yes! We are all in service.
Exposed by a simple problem
We recently had a problem doing a simple transaction uploading a Bank Payment file.
For some reason we were getting the weird error above.
The bookkeeper at my mystery shopping business had spent the morning trying, and I invested the whole afternoon.
I called the bank in sheer frustration. Maybe they could help me?
To my horror, I found out that the upload system had been down for weeks and might be down for another two weeks.
Everyone should have service foresight
No-one in the IT department had the foresight to put a small message on the page to say there was a problem, not spell out the workaround.
It would affect hundreds of business customers. It was a silent inconvenience.
The I.T. silo is in full isolation mode.
Everyone is in Customer Service. Everyone.