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

a.Committing to service quality

b.Using technology

c.Achieving service goals through training

d.Understanding customer expectations through research

e.Providing support