John Caddell of PennLive.com, has a theory. He thinks that in order to do a proper business, everyone involved in an organization should participate in customer service.
Caddell writes, "EVERYBODY works in customer service. Think of it. Rather than a group of ground-down reps fielding all the complaints and questions, everybody takes a turn. It could be perhaps 10-15% of everyone's job--4-6 hours a week. Computer-aided telephony systems & CRM systems easily support flexible staffs of work-from-home agents and could manage the shift of calls from agent to agent."
Would it "fly" in the American corporate business structure? If everyone is working for the same goal--wouldn't the business succeed?
Customer service is such an important job, perhaps we should spread it around