David Maister's First Rule of Service Is

question 26

Multiple Choice

David Maister's First Rule of Service is:

• A)​It always takes longer than you think to perform the service
• B)You can't please all the customers all the time
• C)​Satisfaction = perception - expectation
• D)​Under-promise and over-deliver

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Definitions:

Higher Forms

A non-scientific term that has been used historically to refer to more complex life forms or organisms with advanced levels of organization.

Qualitative Forecasting

A method of prediction that uses non-numerical data, such as expert opinions or market trends, to make forecasts about future events or behavior.

Expert Planning

Strategic planning carried out by individuals with specialized knowledge and skills in a particular area.

Contingency Planning

Identifies alternative courses of action for use if and when circumstances change with time.