Researchers have scientifically proven that the number one reason customers leave a service provider is due to the attitude of workers. As organizations seek to improve service delivery to customers, it is imperative that the right persons with the right attitudes are engaged to ensure that service excellence is achieved. 1) Give a brief overview highlighting what is the impact and importance of confidence and patience in the service delivery process. 2) As e-commerce takes precedence over face-to-face interactions between customers and service providers due to the current pandemic, explain how websites and e-mails assist in service delivery. Identify one major turn-off customers could experience using these e-platforms. 3) State how a negative attitude displayed by a CSR following a complaint could make the problem(s) worse.