In  today's marketplace, it is not longer sufficient to only produce a good product. Customer demand is highly influenced by the service provided with the product. Successful companies have discovered the concept of "customer first" and have tailored their service to create an added value to the product, to gain a loyal customer.

In the last ten years, as a result of "downsizing" and the introduction of ill-conceived technology, customer service has seen a major decline in this country. The "voice of the customer" needs to considered together with the "voice of the business" in a frame of "competitive focus" in order to analyze all the forces impacting on the company and be able to develop a customer oriented service strategy. All employees must be provided with effective customer satisfaction skills.

• Knowing the needs and wants of the customer.

• Knowing the needs and wants of the organization

• Knowing the competitive forces

• The design of the strategy and processes to achieve customer delight

• The development of the personnel on customer satisfaction. .

• Knowing what to do in case of service failure.