The Miami Heat, like lots of sports teams, has a sales force that sells season tickets. Once someone is sold a season ticket package, the customer becomes someone else’s responsibility. Every person in the office, no matter his or her regular job, has responsibility for a group of current customers; management believes this makes everyone more responsive to customer needs. But some customers complain; they would rather have the same salesperson who sold the tickets fix any problems.
When should salespeople handle all complaints?
When is it better to have everyone in the company take on some customer responsibility?
When is it best to have one customer service department? Justify each response.