أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
I believe that it depends upon the team work of both. Responsibility of Manager is to enable his team and ensure all SOPs are being followed properly to provide a delightful experience to customer. Lower level customer experience representative is the key person as he is dealing with customer directly. he must be well groomed and well trained.
