Exceptional customer service doesn’t just happen; it requires careful planning. Management in a customer service organization should regularly conduct a gap analysis that compares the company’s actual performance to their potential performance. To do this, managers need to first understand how their company uses knowledge, standards, delivery, and communication to meet customer’s needs. They then determine where the gaps in these areas are, and work to narrow those gaps. This helps the company deliver better customer service. This course discusses ways to manage the customer service process. It is designed for general business audiences.