35. Which of the following guidelines should managers follow while building a customerresponsive culture?
(A) giving service-contact employees continual training on product knowledge, listening, andother behavioral skills
(B) designing jobs with rigid rules and procedure that employees should stick to in order tosatisfy customers
(C) precisely defining employees' normal job requirements and ensuring they perform thoseactions alone
(D) preserving the discretion to make day-to-day decisions on job-related activities at the toplevel of management