Final answer:
Information relevant to customer requirements should be interpreted by Frontline employees as they directly interact with customers, which helps in aligning business services or products with genuine customer-defined standards.
Step-by-step explanation:
When translating abstract customer requirements into concrete behaviors and actions, the pertinent information should be gathered and interpreted by c) Frontline employees to avoid the creation of company-defined standards rather than customer-defined standards. Frontline employees are directly involved with customers on a daily basis and can provide invaluable insights into their needs and preferences. By involving them in the data collection process, a business can ensure that the requirements are truly reflective of the customer's voice rather than the company's internal perspective.
The gathering information from customers and other stakeholders is crucial to understand the expectations and experiences that customers have with a company's products or services. Frontline employees have the unique advantage of being able to conduct this gathering of information effectively since they have direct communication channels with the customers. Their role is also vital in the root cause analysis to identify the real problems customers are facing. Their insights can guide the business to make meaningful improvements that align with customer needs.