ASQ Certified Manager of Quality / Organizational Excellence (CMQ/OE) — Question 37

If lack of access is identified as a major problem in providing excellent customer service, which of the following solutions would be most effective?

Answer options

• A. Increasing the hours of operation of customer service
• B. Providing more information to the customer through the billing process
• C. Improving customer-relations training for frontline employees
• D. Returning customer calls within 24 hours

Correct answer: C

Explanation

Enhancing customer-relations training for frontline staff is crucial as it equips employees with the skills to assist customers effectively, thus improving access to services. While the other options may contribute to service improvement, they do not directly address the core issue of access as effectively as training does.