The perception of an organisation held by customers is most immediately impacted by
A) the way front-line staff behave.
B) the way in which an organisation treats its own staff.
C) the way complaints are managed.
D) the way customer expectations are met.

Question

Quizplus · Accepted Answer

The behavior of front-line staff has the most immediate impact on customer perception as they are often the first point of contact and represent the organization to the customers.

The Perception of an Organisation Held by Customers Is Most