Final answer:
The first step in implementing customer service orientation is surveying customers about their service expectations. This approach helps tailor services to meet customer needs, improving feedback and job satisfaction. Such actions are exemplified by the effective management of customer complaints in a fast food restaurant setting.
Step-by-step explanation:
The first step in implementing a customer service orientation in an organization is to C. Survey customers about service expectations. Understanding customer expectations is critical before setting standards or monitoring service delivery. By doing so, the organization can tailor its services to meet the actual needs of its customers, thereby establishing effective service standards and delivering exceptional customer service. A manager, who is considered as an important internal customer, benefits greatly from such a focused customer service approach. This not only results in positive feedback but also can lead to increased job satisfaction and opportunities.
As illustrated by the previous experience of a lunch-hour manager at a fast food restaurant, listening to customer complaints and taking immediate action to resolve them not only enhanced the service but also improved the work environment for the customer service clerks. By gathering information from customers and other stakeholders, applying expert information, and conducting a root cause analysis, the manager was able to address the lining up issue effectively, leading to better service and reduced conflict.