Shared some thoughts on Next Internet Millionaire a couple of days ago and commented how I didn't think it was important that people know customer service, since most people outsource that aspect of their businesses.
Got a comment which said, "you should know every level of your business even if it is sourced out."
Yes, you should...but only the basic concepts.
For example, I was in Austin, TX over the weekend, broadcasting my radio show from Austin City Limits Festival. I was in the "media compound" with a lot of technical stuff, including satellites, ISDN lines, Internet connections, WiFi, etc.
I don't know how to work any of it. But I surround myself with people who do.
I understand the basic concepts, which is all I need to do my job. And I'd argue customer service is the same way.
