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