Which of the following is true of customer relationship management?A. The philosophy that the customer is always right has appositive effect on facility management customer relationships.B. Excellent or creative error recovery can be a source of customer satisfactionC. A policy of zero errors is a best practice for maintaining customer relations.D. Facility staff empowerment can be detrimental to customer service due to reduced service delivery consistency. 

  
Which of the following is true of Facility Management organization processes or outputs early in the strategy cycle?A. FM mission statements combine what the FM staff feel are the FM organizations principles with the opportunities or strengths of the FM organization.B. The final mission and vision statement is far more important than the process of producing them, so facilities managers have the final say.C. FM vision statements combine what customers feel is the FM organizations purpose with organizational requirements.D. An organizations comprehensive data is verified , meaning that no estimated data is allowed.