Final answer:
The correct answer is 'A) Is everyone's job!' The example provided demonstrates that all roles, including management and various representatives, play a part in customer satisfaction, which is reflected by the restaurant manager's successful resolution of line-up issues.
Step-by-step explanation:
Fill in the blank: "Keeping customers is everyone's job!" This reflects a comprehensive understanding of customer service as a shared responsibility among all members of an organization. From management to front-line employees, including customer service representatives (CSRs) and technical service representatives (TSRs), each has a role in ensuring customer satisfaction and retention.
As illustrated in the example: a lunch-hour manager at Gavi's Fast Food Restaurant took proactive steps by addressing customer complaints regarding payment line confusion. By implementing floor markings for clearer queues, the result was an improved customer experience and reduced stress for CSRs, further supporting the notion that taking initiative and being attentive to customer needs contributes to overall business success.