Question: 1. Based on information in this chapter, how have you done on providing service to Stu? Explain 2. What were Stu's needs in this case?

1. Based on information in this chapter, how have you done on providing service to Stu? Explain

2. What were Stu's needs in this case?

3. Could you have done anything differently

4. Are you sure that Stu will give a good recommendation to neighbors or friends in the future? Why or why not?

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