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 service/contact employees continual training on product knowledge, listening, and other behavioral skills
C) Designing jobs with rules and procedure that employees should stick 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
E) Awarding employees who prove cost savings from minimizing time spent on customers.

Question

Quizplus · Accepted Answer

Giving service/contact employees continual training on product knowledge, listening, and other behavioral skills is a crucial guideline to follow while building a customer-responsive culture. This helps employees understand the products better and improve their interpersonal skills, resulting in better customer service. Option A, C, D, and E do not align with building a customer-responsive culture.

Which of the Following Guidelines Should Managers Follow While Building