Question $12(1$ point$)$

The online ad suggested that after only $6$ hours of lessons, you would be able to hand glide over the mountains of British Columbia. But after he signed up$,$ Kyle was disappointed to learn that rather than hand gliding by himself, which is what the online ad implied, he would be hand gliding with a guide due to safety restrictions. Kyle's disappointment was the result of

$$ differences in policies and procedures across departments

inadequate management of customer expectations

inadequate customer empowerment

under$-$promising and over$-$delivering

$$ improper vertical communication