Most organizations underestimate the harm done by poor customer service.  Consider the following aspects of customer behavior:

·       The large majority of the reasons customers leave has nothing to do with product. It has to do with service.

·       The large majority of dis-satisfied customers don’t complain; they just leave.

·       Dis-satisfied customers tell twice as many people about their dis-satisfaction than satisfied customers.

Dis-satisfaction is rooted in un-met expectations. One of the most important aspects of customer service is managing customer expectations and developing a profitable customer service policy that the supply chain can reasonably support.