In the context of customer service, what is the primary role of an organization's top management? Multiple choice question. The requirement that customer-service functions be practiced throughout the organization must come from the top management. The top management must ensure that customer-service reputation seldom serves as a competitive edge in the marketplace. The requirement that the organization be more seller-centric than customer-centric must come from the top management. The top management, rather than the employees, must directly convey a courteous, helpful attitude to the customers