In the software world and perhaps beyond, it has become increasingly popular to implement an “all hands” approach to customer support.
The thinking goes that if everyone on a team spends some time at the support desk engaging with customers and solving their problems they will better understand how the customer uses the product and what they’re actually trying to accomplish.
Customer empathy and will increase and team members will go about their actual role in a more customer-centric way.
Everyone will have a newfound respect for what support does all day and perhaps most importantly, customer problems get solved faster because those with the answers are right there, rotating through the frontlines.
Except none of this holds water.
While well intentioned, business owners that have given the go-ahead to the “all hands” approach to support need to shut it down.