Customer service is the ability of an organisation to fulfil the requirements and needs of its customers. Ideally, the organisation should be able to recognise customer requirements on its own accord and reflect these appropriately.

Customers and managers alike enjoy talking about the aspects that make up good customer service, and more particularly, about what constitutes unsatisfactory customer service. Our own service definition is however the one we like best: 

Excellent customer service is the ability of an organisation to not only continually fulfil customer expectations but to exceed them.

Acceptance of this definition broadens the way in which we think about the term "service". From this, it quickly becomes clear that every aspect of our work results in service. Good service is not an aspect – it must be engrained.

Better customer service involves an obligation to find out what the requirements of our customers are and to relentlessly convert developed and implemented action plans into customer-friendly processes.