1. In this chapter, we referred to Maister s First and Second Laws of Service. How do they relate to

1. In this chapter, we referred to Maister s First and Second Laws of Service. How do they relate to this case? 2. What features of a good waiting process are evident in Dr. X s practice? List the shortcomings that you see. 3. Do you think Mrs. F. is typical of most people waiting for a service? How so? How not? 4. If Dr. X were concerned with keeping the F family as patients, how could he have responded to Mrs. F. s letter? Write a letter on Dr. X s behalf to Mrs. F. 5. How could Dr. X prevent such incidents in the future? 6. List constructive ways in which customers can respond when services fall seriously short of their requirements or expectations.

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