Is customer service truly part of your culture?

As a starting point, ask the following questions:

• Does your corporate mission statement include providing excellence in customer care and service?
• Is providing excellent customer care included in your long-term vision statement?- Are customer service objectives well articulated within your company?
• Is measuring customer satisfaction embedded in your process for all customer-facing activities?
• Do you have ongoing customer satisfaction improvement processes?-
• Are employee performance metrics (including promotions, bonus, etc) – including senior positions – aligned with customer satisfaction?
  

If you answer "No" to any of these questions, you have likely identified an organizational weakness and an opportunity for improvement that will help you meet customers' high expectations.