Debbie Spoke to the Customer Service Representative at Sprint and Was

question 26

Essay

Debbie spoke to the customer service representative at Sprint and was told her text messages would be unlimited on her plan.However,when she got her bill,she had been charged extra for text messages.She called the company back and was told that since she didn't record the conversation,they couldn't verify what she was told and she'd have to pay the bill.Explain which service gap(s)occurred in this instance.

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Definitions:

Categorical Thinking

The cognitive process of organizing and classifying information into categories for easier understanding and communication.

Perception of Threat

The individual or collective interpretation of an event, situation, or entity as posing a potential danger or harm.

Out Groups

Social groups to which an individual does not belong or identify, often perceived as different or outside the norm.

Undifferentiated Attribution

The tendency to ascribe similar characteristics or motives to a group without recognizing individual differences within the group.