Summary:
Silo working can create delays, frustration, and inefficiencies, leading to poor customer experiences.
Discussion Questions:
- How does silo working impact customers and teams?
- What steps can we take to improve cross-team collaboration?
- Can you share an example of when breaking down silos improved service?
Suggested activity:
- Process Mapping: Teams map out a typical customer issue and identify where silos cause delays. Brainstorm ways to streamline collaboration.
Key Takeaways:
✅ Cross-team communication improves service efficiency.
✅ Taking ownership prevents customers from being passed around.