Customer satisfaction depends on _________.
A)on the work of nurses and teachers, but not financial planners
B)on employees' attitudes and behaviours
C)mainly on the attitudes of managers
D)only on the work of marketing people

Question

Quizplus · Accepted Answer

Customer satisfaction is influenced by many factors, but one of the most important is the attitudes and behaviours of employees. This includes not only frontline staff who interact directly with customers, but also behind-the-scenes employees who contribute to the overall customer experience. While managers can play a role in shaping employee attitudes, ultimately it is the individual employees who have the greatest impact on how customers perceive the organization. Financial planners, marketing people, and other professionals can also contribute to customer satisfaction, but their contributions are typically secondary to the interactions that customers have with employees.

Customer Satisfaction Depends on _________