Martin Works at the Customer Support Division of an Electronics

Multiple Choice

Martin works at the customer support division of an electronics company.He gets upset when he is abused by customers who are unhappy with his responses.Martin's manager understands his situation and supports him in his attempt to satisfy the customers.Which of the following methods is the manager using to help in reducing the delivery gap?

A) using technology
B) providing support
C) achieving service goals through training
D) understanding customer expectations through research
E) committing to service quality