Neil Works as a Customer Service Executive in a Call

Neil works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is unable to effectively address customers' problems. The poor quality of customer service in the given scenario can be attributed to

A) lack of instrumental support.
B) poor internal communication.
C) distributive fairness.
D) procedural fairness.
E) unrealistic customer expectations.

Correct Answer:

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