Many companies pride themselves on the level of service they provide to their customers. During the course of our work with some of those companies, we often conduct surveys of current and past customers to get an objective view of service levels and customer satisfaction. Some companies are surprised by customer responses, while others consistently find that they have a good understanding of customer needs and expectations.

So, what is good customer service? Based on our experience, there are some common themes. For example, good customer service is:

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