The Blame Game: Is It Costing You Loyal Customers?

Excellent customer service isn’t just about solving problems—it’s about HOW those problems are handled. When things go wrong, guests and customers don’t care which department is responsible. They just want a solution.

But too often, businesses fall into the "blame game", where different teams pass responsibility instead of working together. And when that happens, the customer always loses.

Recently, I made a purchase online. I received a confirmation email saying my item had been delivered—but there was one small problem. It hadn’t arrived.

So, I reached out to customer service. Their response?
"That’s a logistics issue—you’ll need to follow up with them."

When I contacted the logistics department, they had a different take:
"We dispatched it on time—it’s customer service’s responsibility to resolve this."

Back and forth I went, caught in a loop where each department pointed fingers, but no one actually helped. I did eventually receive my item, but not before losing confidence in the company. A simple issue had become a frustrating experience.

The problem wasn’t the delay—it was the lack of ownership and the way the teams worked in silos instead of together.

When teams fail to take ownership of service issues, customers don’t see separate departments—they see one company. If a problem isn’t resolved quickly and professionally, it leads to:

• Frustrated customers who feel unheard and undervalued.
• Loss of trust and credibility—a negative experience lingers long after the issue is resolved.
• Missed opportunities to impress—problems handled well can actually increase customer loyalty.

To stop the blame game and improve customer service, organisations need to:

• Train teams to see the bigger picture – Staff need to understand that service isn’t about departments; it’s about the guest experience.
• Empower employees to solve problems – A guest-first mindset means finding a solution, not just passing responsibility.
• Improve cross-departmental communication – When teams collaborate instead of operating in silos, issues are resolved faster and more effectively.
• Make accountability part of company culture – Great service happens when everyone takes ownership of the guest experience.

It’s easy for service teams to focus on their own roles, but customers see one brand, one business, one team. If your departments aren’t aligned, your guests will feel it.

The good news? This is fixable. With the right training and leadership, your team can shift from finger-pointing to problem-solving—creating an experience that builds trust, loyalty, and long-term success.