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Put non call centre people in your call centres

This is part of an ongoing series of tips on how to destroy your old ideas and practices about ‘the front line’- that front line people interact with customers and everyone else doesn’t – and open up the organization so people inside, on the edge, at the top, at the bottom, are ALL more connected with customers.

Intuit sends all its new hires to work between one and three months in the call centres before becoming the engineers who build the products. So, they spend up to three months talking with customers every day, answering their questions, learning from the customers themselves how their products are used. Only then – having had their brain changed by working directly with customers – are they allowed to go and build the next generation of products for those customers.

Source: I heard it from someone high up at Intuit.

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