To ensure high levels of customer service you will need to identify the needs and priorities of the organisation in delivering customer service. Organisations need to continuously improve their levels of customer service in order to survive. Many organisations have set benchmarks against which they can compare their performance, eg the maximum time a phone should be allowed to ring before it is answered. Customer selection of providers is typically dictated by the quality of their customer service.

It's usually the little things that tend to upset customers. These are usually due to one or more of the following.

• Poor systems.
• Poor training.
• Poor job design and placement.
• Poor supervision.