1.Think about a service organization that retains you as a loyal customer.a).Why are you loyal to this provider?b).What are the benefits to you of staying loyal and not switching to another provider? c). What would it take for you to switch?

2. Why is it important for a company to have a strong recovery strategy? What the benefits to the company?

3. Explain the logic behind these two quotes: "a complaint is a gift" and "the customer who complains is your friend."

4. What are the benefits to the company of an effective service guarantee? Should every service organization have one?