Which of the following statements are correct?

a$)$ Internal customers are employees receiving goods or services from within the same firm and are the ultimate people that must be satisfied by the work done.

b$)$ The first component of a complaint resolution process is contrition. The firm should apologise for the mistake made and invoke Macy$$s mantra that $$the customer is always right$.$

c$)$ To be effective, a guarantee should be unconditional, meaningful, understandable, communicable and painless to invoke.

d$)$ Gap $5$ of the SERVQUAL model is the difference between expected service and service delivery.

e$)$ There are four steps in developing a useful survey: identifying customer requirements, developing and validating the instrument, implementing the instrument and analysing the results.

Select one:

$1.$

a$)$ and b$)$

$2.$

c$)$

$3.$

c$)$ and e$)$

$4.$

b$),$ c$)$ and e$)$

$5.$

b$)$ and c$)$