Vantaggi
Fellow employees, within the same (or similar) classifications are generally always receptive to other employess needs, when given the time to do so. Most employees have a knack for proactive customer service and tend to always go above and beyond the normalized 'customer centric' nature of customer service roles as can easily be witnessed within other industry classes of this nature. That is, they treat the customer's with a positive decorum that the customer is always right, even when they don't appear at all to be rightfully so. Employees here, for the most part, strive to do the 'right' thing, rather and do what is calculated as the 'right thing' by a complex matrixing system designed to give the 'right answers/responses' to customer's complaints/concerns.
Svantaggi
Customer Service Managers do not tend to know all the 'right answers' but instead redirect agents/associates to find them on their own (from my perspective). This process tends to clog down the positive aspects of customer service to the customer's concerns and appears to violate the built-in matrixing system that the customer service managers, trainers, and coaches tend to rely heavily upon - it's time-consuming and doesn't really give extra time for the agents to seek-out more proactive solutions on their own due to lack of intrinsic time allowed to do so.