Defining a Customer Service Incident
There is a big, practical difference between managing the experience of one customer with a problem versus one thousand customers having the same problem. Just because an organization is good—or even exceptional—at individual customer support does not mean it is prepared to face a situation where something goes wrong for a large segment of its customer base, like a system outage or major supply chain disruption. How an organization manages incidents is a direct example of the kind of experience customers can expect overall. Successfully coping with issues involving a sizable number of customers requires its own strategies and playbook.