Reading Comprehension (RC) | Re: The fact that superior service can generate a competitive advantage fo

For the bank to be an "exceptional case," it would have to be an exception to what the passage is telling us about. On the contrary, it is an example of exactly what the passage is warning us about: that investing in customer service does not always provide a competitive benefit. This is not an exception. A is basically saying that the author thinks MOST investments in customer service work out well, and OCCASIONALLY they go wrong, but there's really no mention of relative frequency. We're just told that improving service CAN help, but it doesn't always do so. We don't know from that what to expect in a typical case. 

Even if we use "exceptional" in the every day meaning of "special" or "extreme" or "more than usual," we have no idea how the bank's case differs from others. Perhaps most firms that invest unwisely in customer service come out even worse than the bankdid.