1 .		List six variables that should be considered when developing a customer service strategy. [Hint] To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
2 .		Define infrastructure and indicate why it is important for customer service. [Hint] To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
3 .		Define high-touch and low-touch customers and give at least three examples of each. [Hint] To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
4 .		List at least six questions to ask when identifying consumption behavior. [Hint] To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
5 .		Name the seven guidelines or components of creating a customer service strategy. [Hint] To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
6 .		What three components make up a culture? [Hint] To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.