Which of the following guidelines should managers follow while building a customer-responsive culture?
A)precisely defining employees' normal job requirements and ensuring they perform those actions alone
B)giving front-line employees continual training on product knowledge,listening,and other behavioral skills
C)designing jobs with rules and procedure that employees can refer to in order to satisfy customers
D)preserving the discretion to make day-to-day decisions on job-related activities at the top level of management

Question

Quizplus · Accepted Answer

Giving front-line employees continual training on product knowledge, listening, and other behavioral skills is essential in building a customer-responsive culture. This helps employees in dealing with diverse customers and providing satisfactory solutions to their queries. The other options (A, C, and D) limit the employee's ability to fulfill customer needs and can potentially damage the customer experience.

Which of the Following Guidelines Should Managers Follow While Building