Question

Which of the following statements about the service-profit chain is FALSE?

	A.	The basic tenet is that employee satisfaction is a necessary condition for delivering superior customer service.
	B.	The service-profit chain links employee satisfaction to customer satisfaction, customer loyalty, and customer profitability.
	C.	Employee satisfaction results from high-quality support services and policies that enable employees to deliver value to the customer.
	D.	To improve customer service and experience, organizations should consider attending to the needs of their front-line employees instead of their product offering or how they manage customers.
	E.	All of these statements are TRUE.

Answer 1

D.	To improve customer service and experience, organizations should consider attending to the needs of their front-line employees instead of their product offering or how they manage customers.

When the internal customer of the companies is satisfied then only the external customers can only be satisfied. This is the bais rule. First, companies have to make their employees happy and satisfied. Be it in monetary terms, motivation, or any other aspect. Employee satisfaction is a necessary condition for delivering superior customer service. The employees should also have a support system where they get their issues resolved. Although employees should be managed. It is not only the employees but the product as well. Ultimately the product used by the customers. So the companies should improve their product as well.