Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

Other reasons for customer service problems include:

onot listening to or collecting information from customers

opoor, or no, focus on the actual design of processes to turn identified customer needs into products and services

ogaps between what the organisation intends to produce for its customers and what its systems actually produce

ogaps between what the system is intended to deliver for customers and what it actually does deliver

ocost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver

opoor staff attitudes, training levels and working materials

ogaps between what salespeople promise and the actual service or product quality

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