Which customer service principle could be improved in this payroll department?

An employee going to the payroll department to ask a question about his paycheck. when he arrives, the desks are unattended, files are open, desk tops are covered with paper, and the floor has stacks of reports askew.

Which customer service principle could be improved in this payroll department?
A . reliability
B . responsiveness
C . assurance
D . empahty
E . tangibles

Answer: E