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by rpedela
3951 days ago
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Your first paragraph is full of really bad assumptions about the situation. > I think forcing engineers to do customer support is a bad idea as well. You're using something that should be seen in a positive light (helping the customer) as a punishment. Not necessarily. Sure some engineers dont want to do customer service at all and would view it as a punishment, but then they shouldnt work there. Creating a good culture doesnt mean making everyone happy. Creating a good culture means finding the people that will thrive in that particular culture and only those people. In the customer service case, that means finding people who enjoy it or at least don't mind. And if someone hates it, then they should leave. It is not good for the person or the company for them to stay just for the money or benefits. |
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That's a bit short sighted. It might be perfectly good for the company to keep people with skills XYZ employed. Not everyone is going to do customer support. I'll be pretty sure even where some CEOs do actual 'customer support' (in whatever capacity) the janitors and CFOs and in-house legal counsel aren't also manning the email support desks.
So then we're left with "well... some people should be doing customer service along with all their other duties". It's an arbitrary line.
I do agree that having most staff do some support work in many companies (or, at very least, shadow support staff for a week or so) can have a lot of benefits - you see things from different perspectives, you get to know what the real problems are, how people are using your product and how people view your company, etc.