Preparation This focus of this class is to help employees understand how customer needs drive not only the quality of service but also the services they expect. Use the information below to enhance the class discussions.   1.  Identify examples of business practices that have been defined by customers. For example: Twitter has become a customer resource for solving problems.  Delta Air Lines offers customers the option of using Twitter to contact customer service to resolve problems. If that same customer flies another air carrier that doesn’t use Twitter as a customer service solution, what do you think their opinion [...]