Which of the following is the best way to arouse interest in a presentation to a group of fellow employees on the importance of taking ownership of the problem whenever a customer calls in with a complaint?
a. “If customers leave, so do our jobs.”
b. “Everything we want as employees of this company—from stable jobs to pay raises to promotional opportunities— depends on one thing: satisfi ed customers.”
c. “How are customers supposed to get their problems solved if we keep passing the buck from one person to the next without ever doing anything?”
d. “Th e company’s profi t margins depend on satisfied customers, and it’s up to us to make sure those customers are satisfi ed.”
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