My interactions range from professional and pleasant to difficult and downright unhelpful. Up to this point, there still has been no attempt to gain any feedback from me about these dramatically different incidents.
As you think about your own organization, here are some key questions to consider:
Where are the weak links in customer service?
Are all departments (and associates within) trained in a consistent manner?
Is there a way for employees to provide input through an employee survey or feedback program?
Are there opportunities for customers to weigh in on their experiences along the way?
Rest assured, customers notice when they experience internal inconsistency. Provide them a way to tell you about it before they take it upon themselves to tell everyone else!