Job swapping is a relatively new concept that has a lot of merit. The idea is to move staff within your business into different roles so that they get a greater understanding of the role that everyone plays. How does this affect customer service?
This temporary job swapping gives all members of staff a greater understanding of and empathy with the key challenges that other staff members face in their day-to-day work duties. It helps to reduce the attitude of 'It's not my job to do that' and reduces complaints about other departments within a business.
It's easy to assume that the people in dispatch at a factory are responsible for shipping delays that result in customer complaints. However, if you spend a day packing and dispatching hundreds of orders yourself, you may develop a greater appreciation of the job and of the whole dispatch process. You may have some ideas and suggestions that could improve the overall dispatch process and you will definitely be more able to explain to potential customers how it works and to give them a realistic time frame for delivery.
Too often people blame other members of staff when customer complaints arise. They may be quite justified in doing so. However, by having a better understanding of the other areas within a business, there is no doubt that the entire organization will work more as a team, rather than as an 'us and them' organization.
The main aim is always to ensure that the customers receive the best level of service possible. Job swapping enables service to be improved simply by increasing awareness. It takes people out of their comfort zones and forces them to play a more active role in an organization.