Arthur, a Senior Manager at a Telecommunication Company, Observed That

Multiple Choice

Arthur, a senior manager at a telecommunication company, observed that the quality of customer service did not meet the standards. Employees were not skilled enough to solve the problems of clients. Arthur felt that training would help employees deliver better service. Based on this scenario, Arthur has identified an)

A) ethical lapse.
B) performance gap.
C) social difference.
D) self-actualization need.
E) technology shift.