1. Explain the difference between The Quiet Customer and The Vocal Customer. Produce a real customer service scenario for each customer type where you as the CSR use the best approaches to resolve the situation for a quiet customer and a vocal customer. What would you do? 2. What is Customer Self-Service and why is it a popular method of proactive problem solving that companies use? List the URL(s) (website address) of a local/regional company's (not a national chain) website customer self-service page(s) that provide most of the following customer self-service components: Frequently Asked Questions, Contact Information, Customer Feedback Form, Live Chat, Online Customer Forum. 3. Describe (don't just list) three customer feedback survey instruments that businesses use. Research and create a 15-question customer service feedback survey for a massage therapy business. 4. Describe a local business that you regard yourself as loyal to and then explain two customer retention strategies they use to keep you as a customer. 5. Why is it important for managers to use measurable customer service standards? Cite two examples of measurable standards you have followed in previous work experiences or from someone you know who has. 6. Research the Occupational Outlook Handbook website and