Tina Is a Customer Service Representative for an Internet Service

question 115

Multiple Choice

Tina is a customer service representative for an Internet service provider. While dealing with elderly customers, Tina takes extra time and effort in explaining to them how to access the Internet, check emails, and browse the Web. She understands their viewpoint, and realizes that they may need more explanation than the tech-savvy, younger generation. By doing so, which of the following variables of service quality is being demonstrated by Tina?

• A) Associability
• B) Tangibles
• C) Empathy
• D) Substitutability

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Definitions:

Navigation Pane

A graphical user interface component that provides a structured and easily navigable overview of the contents of a document, application, or website.

Shortcut Menu

A context-sensitive menu that appears upon right-clicking in a software application, providing quick access to frequently used functions related to the selected object.

Customer Number

A unique identifier assigned to a customer to facilitate tracking and service in business transactions.

Criteria Row

In spreadsheet and database applications, a row used to specify conditions that data must meet for it to be selected or processed.