1. State definitions for strategy and planning.
2. List variables to consider when developing a customer service strategy.
3. Indicate why strategy is important in customer service.
4. Define infrastructure and indicate why it is important for customer service.
5. Define culture and give examples of culture in specific industries.
6. Define high-touch and low-touch customers and give examples of each.
7. Define consumption behavior.
8. Describe market segmentation and name at least three examples of customer service segments.
9. Name the seven guidelines or components of creating a customer service strategy.

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