What the manager or boss has said to the employee should not under any circumstances be transferred to the customer. This ensures that the customer gets satisfaction from the person who is serving him or her.
A customer needs reassurance in the firm that s/he is dealing with as much as the person who is serving. An employee’s job satisfaction has to come from the management because it has the right to hire and fire. Moreover, in order to reduce employee turnover the management has to guarantee the employee that the employer values the employee because of what s/he has to offer in an organization.