Many companies pride themselves on the level of service they provide to their customers. During the course of our work with some of those companies, we often conduct surveys of current and past customers to get an objective view of service levels and customer satisfaction. Some companies are surprised by customer responses, while others consistently find that they have a good understanding of customer needs and expectations.

So, what is good customer service? Based on our experience, there are some common themes. For example, good customer service is:

o Having an internal environment that is committed to the customer, i.e., a true service culture as demonstrated by the statements, actions, and behaviors of the organization's leaders. Many companies struggle with how to define and promote a service-oriented culture. The end result, however, is clear. All staff members understand customer satisfaction trumps their other priorities.