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 mails and browse.She understands their point of view,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

Question

Quizplus · Accepted Answer

Tina is exhibiting empathy towards the elderly customers by understanding their perspective and taking extra time to explain things to them. Empathy is one of the variables of service quality that relates to the provider's ability to understand and address the customer's individual needs and concerns.

Tina Is a Customer Service Representative for an Internet Service