Answer:
a. need for change.
Explanation:
Based on the information provided within the question it can be said that the manager has identified a need for change. This is because since the complaints are going against what Trophy Trinkets has set as goals, then they need to make specific changes in the area of customer service in order to address the complaints, as well as prevent new complaints from coming in. This would allow Trophy Trinkets to hopefully meet their goals.
