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, and
other behavioral skills
(B) designing jobs with rigid rules and procedure that employees should stick to in order to
satisfy customers
(C) precisely defining employees' normal job requirements and ensuring they perform those
actions alone
(D) preserving the discretion to make day-to-day decisions on job-related activities at the top
level of management
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