Question

To build an effective customer service program, it is important to:

A) offer low prices.
B) train key employees to watch for and intervene when there are problems.
C) swiftly discipline employees who mistreat customers.
D) let managers wait on customers occasionally.

Answer 1

To build an effective customer service program, businesses should focus on training key employees, disciplining those who mistreat customers, and involving managers occasionally.

Step-by-step explanation:

An effective customer service program should focus on several key aspects:

1. Training: Key employees should be trained to identify and address customer problems effectively. This includes providing them with the necessary skills and knowledge to handle customer complaints and resolve issues.
2. Discipline: Employees who mistreat customers should be promptly disciplined. This ensures that customer service standards are upheld, and it sends a strong message that mistreatment of customers will not be tolerated.
3. Managerial involvement: While it may not be necessary for managers to wait on customers regularly, occasional involvement can help managers stay connected with customer needs and ensure that the organization is providing high-quality service.

By implementing these strategies, businesses can enhance their customer service, improve customer satisfaction, and build a positive reputation in the market.