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 rigid 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

Question

Quizplus · Accepted Answer

Giving service-contact employees continual training on product knowledge, listening, and other behavioral skills helps them to respond effectively to customers' needs and build a customer-responsive culture. Precisely defining employees' normal job requirements and ensuring they perform those actions alone or designing jobs with rigid rules and procedures can limit the employees' ability to provide unique solutions to customers' needs. Preserving the discretion to make day-to-day decisions on job-related activities only at the top level of management can limit employees' involvement in building a customer-responsive culture.

Which of the Following Guidelines Should Managers Follow While Building