Question: Calling customer service should be the first thing we want to do when we have a problem or a question, right? They should be the

Calling customer service should be the first thing we want to do when we have a problem or a question, right? They should be the first line of consumer interaction, able to solve the issues and put out fires before a spark is even created. But, as we often see, it doesn't happen this way.

Regarding organizing, it is effective having different levels of expertise and specialization. How would you organize a corporate brand so that there is better communication among them to have a good customer experience?

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