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

---

Definitions:

Personalities

Refers to individual differences in characteristic patterns of thinking, feeling, and behaving.

Menopause

The period in a woman's life, typically occurring between 45 and 55 years of age, marking the end of menstrual cycles and reproductive ability.

Decline

Decline denotes a gradual decrease in quality, quantity, or importance of something over time.

Testosterone

A steroid hormone that plays a key role in the development of male reproductive tissues as well as promoting secondary sexual characteristics such as increased muscle and bone mass, and the growth of body hair.