[jackaltman]

Non-CS people doing CS will give a worse experience in a single specific case, but will improve the overall customer experience in the long run.

I'm not arguing that companies should get rid of departments, just that they should take CS seriously. I think having all members of the team talk to customers is the best way to give the whole company an orientation toward customer service. 37signals, Stripe, and others do this too, not just Amazon.