Blurring the Lines of Customer Support

Customer support work is usually easy, right? Customer sends in an enquiry and you respond with a solution. You might have a few iterations of emails back and forth but that's the general process. What if they have a billing issue?

Who takes care of the billing issues in your business? Is it the customer support person or the person who does accounting? If you don't get this straight, your business is bound to have some problems.

And what about product fulfillment? Who takes care of that? Is it a third group? Is it the billing person? When you don't have clear outlines of responsibilities, your employees get frustrated and your quality of service to your customers suffers as well.