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Current research shows that organizations that give outstanding service and deep support
to their customers will grow market share at the expense of competitors that do not. A
rigorous assessment is needed of the entire customer service framework.   Excellence in
customer service is based on six key factors.

1. Articulating a clear service strategy.  Define what constitutes superior service.  Communicate
the service strategy and the definition of superior service to all employees at every level.

2. Customer service quality metrics should be established and regularly measured or monitored.

3. Service skills, competencies and talents should be identified and assessed when people are
selected for any customer contact positions.  

4. Customer service feedback must be heard, understood and acted upon. 

5. Customer serving processes and systems should be continuously improved by motivated and
enthusiastic teams of employees across the organization.

6. Employees are fully empowered to give what it takes to provide excellent customer service. 
Employees are recognized and rewarded for specific service accomplishments.