Customer responsibility

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?

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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.

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