Final answer:
Frontline workers or customer service representatives are the ones who respond most directly to customers' needs, possessing vital communication skills and product knowledge.
Step-by-step explanation:
People who respond most directly to customers' needs are typically known as frontline workers or customer service representatives. These individuals are crucial to many businesses, as they are often the first point of contact between a company and its clients. Their responsibilities may include answering questions, providing information about products or services, handling complaints, and ensuring customer satisfaction. Communication skills, patience, and product knowledge are essential qualities for these roles. Industries such as retail, hospitality, healthcare, and call centers heavily rely on these workers to maintain positive customer relations and address concerns efficiently.