1) having a policy in place and establishing a special department is a means of managing waiting lines. True/ false

2) SBG hospital provides seats and a television set for patients at their waiting area due to______________

3) The seats and television set provided by SBG hospital is a clear example of environmental_________________

4) Service failure has an indirect relationship with customer satisfaction. True/ false

5) Customer service constitute four basic activities. These activities can be seen in the area of training__________ complaint resolution and _______________

6) State two key areas of a company can focus on in other to build their credibility.

7) In developing a CRM strategy companies must defines their missions, ________ and culture.

8) When a customer lacks a variety of

options with respect to a particular product and has to do with what is just available, the customer can be very loyal but____________

9) According to Payne (2005) external customers can be classified into three categories name two.