I had a problem with my internet service provider (a service), and called their customer service number. Their customer service agent did not accurately detail the servicing fees (in fact, (s)he didn't even mention them until I asked) associated with having a service rep come and fix the problem. So (s)he didn't convey accurate knowledge. I had to pay a higher service fee than anticipated as a result; this angered me and I now think poorly of their service overall, and do not trust them. This indicates that the customer service agent specifically failed at __________ as it relates to service quality.

1-Assurance

2- Tangible Cues

3- Responsiveness

4- Consideration

5-Empathy