Go to the website: https://shiftprocessing.com/best-customer-service-examples/

Read the article, which highlights several examples of "excellent customer service" situations provided by the author.

Select 2 of the examples and, for each one, describe how it can be connected to two key terms.

Several examples of key terms: knowledge gap, standards gap, delivery gap, communication gap, zone of tolerance, empowerment, service recovery, distributive fairness, procedural fairness