When One Bad Hand-Off Cost a Client — Why Seamless Transitions Protect Customer Experience
A Story to Start In mid-2025, a home services company reached out to CP Spike after losing a high-value customer following a simple support issue. Here’s what happened: A customer called with a billing discrepancy.The agent was polite, clear, and empathetic — so far, so good. But the billing issue required escalation to the Finance […]