When Douglas Decided to Order the Deluxe Werewolf with Teeth

When Douglas decided to order the Deluxe Werewolf with Teeth mask out of the "Things You Never Knew Existed" catalog,he called the toll free number.Although the call was answered immediately,the operator took Douglas' information and switched the call twice.Douglas didn't mind that.What bothered him was repeating his contact information and customer ID number three times.What type of service gap did Douglas encounter?

A) knowledge
B) standards
C) performance
D) communications
E) delivery