단대부고 고1 2025 1학기 기말고사 영어 내신 분석

Employees who actually perform the service have the best possible vantage point for observing the service and identifying impediments to its quality. Customer contact personnel are in regular contact with customers and thereby come to understand a great deal about customer expectations and perceptions. If the information they know can be passed on to top management, top managers’ understanding of the customer may improve. In fact, it could be said that in many companies top management’s understanding of the customer depends largely on the extent and types of communication received from customer contact personnel and from noncompany contact personnel (such as independent insurance agents and retailers) who represent the company and its services. When these channels of communicaton are closed, management may not get feedback about problems encountered in service delivery and about how customer expectations are changing.