When Zeke purchased his new computer through an Internet retailer, he was promised 24 hours, 7 days a week access to a toll-free number where he could talk to a real-life computer technician. When he had trouble with his computer and needed help, he called the number provided and was put on hold for 45 minutes. When the technician got on the phone, Zeke was told that there were only two technicians on staff who were dealing
With about 150 calls daily. The electronic retailer did not provide for its
Employees.
A) employee empowerment
B) employee incentives
C) internal communications
D) instrumental support
E) information and training

Question

Quizplus · Accepted Answer

The retailer did not provide enough staff (instrumental support) to handle the volume of calls, leading to long wait times.

When Zeke Purchased His New Computer Through an Internet Retailer