Johnny Is a Service Employee at a Utility Company

Multiple Choice

Johnny is a service employee at a utility company. Recently, a customer with a small account has been pestering Johnny each day for service, resulting in a lack of time given to other, more profitable customers. Johnny's manager suggests minimizing how much time is spent on this customer, and slowly weaning him off service calls. Johnny is:

A) Being unethical
B) Minimizing customer investment
C) Firing the customer
D) Utilizing CRM timetables