There must be a company-wide commitment and top management must insist on near perfection in delivering service to the company's customers. Again, most organizations cannot sustain a disciplined and well-managed effort to deliver outstanding service. You must first understand what is important to your customers. Getting to these simple minimums can be a monumental task for some businesses. Delivering outstanding service means exceeding these mimimal expectations on a consistent basis.
Most businesses have large peaks and valleys in terms of how they deliver service.
Or one area of the business does a decent job with customer service while another does a very poor job with it. Businesses that gain an edge in their battle with competitors understand that customer service is an organization-wide activity that must be treated as such. Delivering outstanding service begins with hiring people that have the inherent traits and skills to be able to function in a customer-focused culture. All too often, businesses hire people who have no idea how to deliver outstanding service. Or they put people with few people skills in heavy customer contact positions.