Marc Haine and Speaker B discuss how to review customer service failures without blame. They use a blameless retrospective process from DevOps, bringing together internal teams and the customer to identify systemic gaps rather than fault individuals, turning feedback into actionable improvements.
Can you share this idea of retrospecting customer service experiences? How do we initiate something that we're able to look back but do it in a way that is structured, it's productive, and it's evaluative as opposed to again, the whole ego trip thing of, oh, my customer, they don't know what they're talking about.
This is the DevOps kind of retrospective process that we live and breathe at Snowplow. So, if we have one perception, one idea, there might be a gap, it begins with a meeting. Let's get together and look at all of the internal stakeholders and the customer too, if they're willing. Let's talk to them about what they felt here, about what they saw here. When we run those internal meetings, from the DevOps world, these are truly blameless. And like, we live and breathe the word blameless when it comes to those kinds of retrospectives. So, we don't point to people, we just point to systems.
