company name is Mario's towing. I need the answer to followings

1. What can be the key contact points-[Moments of Truth] the customer has with the business? 2. What steps are necessary for the service to be delivered to the customer? What are the main elements of a service blueprint. 3. What service standards should the business establish? 4. How will they measure their service delivery? 5. What should be the degree of customization and personalization of the service allowed by the contact people? (For example a customer recognition program or customer loyalty program).