Question

Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 1 percent through additional training for her staff. She is engaged in

Answer 1

Assuming he is trying over the past six months to reduce complaints to less than 1 percent. She is engaged in controlling.

What is controlling?

Controlling can be deifned as the process of managing and supervising  a person performance so as  to ensure that the set goals are achieved.

Based on the given scenario Roberta is using control method to reduce the complaint she is receiving by trainning her staff and to ensure that the company goals and objectives are achieved.

Therefore she is engaged in controlling.

Learn more about controlling here:https://brainly.com/question/25453419