Log In
Your customer service structure needs to let staff take ownership – and ensure that your customers are handled in the most effective way possible.
Many businesses are abandoning traditional command and control management in favour of more open structures. This can help to break down borders, letting ideas and concerns flow more freely throughout the organisation.
Get our newsletter!
Sign up to receive the latest advice, insights and tips.
In customer service, too much hierarchy can lead to customers being passed to supervisors and managers in search of someone who’s ‘job it is’ to deal with their particular question. Instead, your front line staff should be able to take ownership of every call. Managers will always be needed, of course – just make sure they’re not too close to the coal-face so that their staff can take control of the majority of situations.
These cookies are set by a range of social media services that we have added to the site to enable you to share our content with your friends and networks. They are capable of tracking your browser across other sites and building up a profile of your interests. This may impact the content and messages you see on other websites you visit.
If you do not allow these cookies you may not be able to use or see these sharing tools.