Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?
A. Exclude the information collected from customer feedback surveys when measuring the service performance of her salon
B. Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons
C. Always use "they" language when dealing with customers and hide behind "company policy" when handling customer problems
D. Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
Answer: B
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