The word you are looking for is active.
The correct answer is A I believe.
Solution:
When a customer makes a request or complaint, the goal of customer service is to show the customer how to remain calm and courteous.
Because the work of the costumer care is to serve as customers' first point of contact for complaints, questions, requests, feedback, or any other needs; these professionals are essentially charged with managing relationships between clients and the company.
Thus the required answer is D
