Cons
- while there is a leadership structure, it is not really followed as tasks can be assigned from other departments and often not customer service related
- no real ownership of customer support issues. 80-90% of customer requests/tasks need to be handed off to a different department to action and/or approve
- dead end job. as it is a family business, there is no path for growth. top managment teir is composed of owner's close friends and relatives.
- customer renewal times become hectic due to management's lack of planning every month and lack of autonomy of the service rep to make their own decisions causing unecessary back log and customer wait time