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?