It's no surprise that customer service training is in such demand within organizations.  It's a rarity for customers to experience any service worth bragging about!  Customer service is built on the foundation that organizations and its employees are in business to serve their customers.  I don't know about you - but a big part of service is about DOING YOUR JOB.  At no time in customer service training are employees taught to partially complete their jobs, blame others, take their time, or refuse to communicate with others on their team.  Yet how many times do customers call back to check the status of their order completion or determine what happened to the delivery?  The old stale line of "That's not my job" is just that - old and stale.  How well are your employees taking care of your customers?  What are you doing to ensure that your employees are taking responsibility, being proactive and following up with your customers?  Don't wait for your customers to tell you, because most customers won't.  They'll just take their business somewhere else...