1. What methods do service companies use to ensure that all services are delivered in the same manner regardless of who is providing the service. Please relate your answer to the use of Standard Operating Procedures (SOPs).
2. We are always hearing that the "customer is always right". Do you think this applies to contracts? Why or why not? How can you go about obtaining customer feedback that will be beneficial?
3. Discuss recent trends and future innovations in knowledge management and consumer relationship management.