A customer service representative is on the phone with a frustrated customer. The representative is thinking about their response while the customer is speaking. The customer becomes frustrated and accuses the representative of not really understanding the issue. What is the best explanation for what went wrong in this scenario? a.) The representative's lack of critical thinking makes them misunderstand the customer's complaint. b.) The customer's lack of critical thinking makes them think they are having a problem when they are not. c.) The customer's lack of active listening makes them misunderstand what the representative is saying. d.) The lack of active listening on the part of the representative hurts communication between the customer service representative and the customer