I think type of situation can be tackled by following strategy
1. Fixing responsiblities and accountabilities of all employee and setting up system to measure them and employees must be appraised on these measurable accountabilities. This will arrest problem of customer support failure and service. 2.Training of emplyees ; training of employee will arrest the miscommunication or false communication. 3.Use of technology ; use more and more technolgy to put up check points eg while closing or opening any issue systen should raise certain predefined questions without answering them the deal will not be closed or opened. 4.All verbal communication must be documented and mutually signed and agreed. 5. All branches should be interconnecetd and can be accessed anywhere solve one particalular issue raised anywhere in the country.
