As many organizations move toward a more quality-oriented, customer-focused
environment, developing and fine-tuning policies, procedures, and systems to better
identify customer needs and meet their expectations will be crucial. Through a
concerted effort to perfect service delivery, organizations will be able to survive
and compete in a global economy. More emphasis must be placed on finding out
what the consumer expects and going beyond those expectations. Total customer
satisfaction is not just a buzz phrase; it is a way of life that companies are adopting
in order to gain and maintain market share. As a customer service professional, it
will be your job to help foster a customer-oriented service environment.
