I had to contact a finance company regarding a change of address. The person I spoke to amended one of the two accounts I had over the phone but refused to help with the other as I did not have my 16 digit reference number to hand. I asked if she could search their data by my name and she refused saying it took too long and was not their job. I responded by saying “so what sort of customer service do you provide?” She replied with “we are not here to provide any service, we are the collection department and we are here to collect your money. We are not interested in service”
Do you have any departments within your organisation where they think the same way? – If you do, change their culture as every touch point should provide service otherwise customers will do as I do and walk away to a competitors who does provide the service I expect!