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Essay's paper info
| Topic: |
Business
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| Number of pages / Number of words: |
21 / 5688 |
Essay's paper body
Communication must be bilateral for internal purposes, because the direction of the company is lead by management, but is dictated by the customer. Frontline employees are the bloodline from the customers to the management team. If the management team does not believe that all the information is getting back to them from the customers through the frontline employees, managers must make sure that there is some form of interaction between them and the customer...
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This also allows for the managers to keep in place some customer-service accountability. Managers are responsible for identifying problems and resolving them, wherever they may exist. A lot of problems exist, but because of the working relationships between the frontline employees and the customers, most customers would not confront the frontline employees about their problems...
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General points of the essay
The Customer Comes Second
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