Tina Is a Customer Service Representative for an Internet Service

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

Correct Answer:

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