Best Buy's Performance Service Plan (PSP)guarantees Products Against Damage and Malfunctioning.All

Best Buy's Performance Service Plan (PSP) guarantees products against damage and malfunctioning.All initial purchase contact information is kept in the customer database,along with copies of the PSP.If a customer calls Best Buy with a problem,the representative will have access to all this information and can either help the customer or refer him or her to another representative.The availability of this customer information tends to:

A) reduce customer calls
B) empower employees
C) encourage referrals to other employees
D) hurt employee morale
E) increase the need for management supervision