Every business talks endlessly about its great customer service, but it isn’t always a reality in practice. Oftentimes, operating processes, unrealistic goals and expectations, or inadequate training can get in the way of a great customer experience. Like all business management issues, great customer service starts at the top of the org chart. An ivory tower, hands-off leader who throws new employees into the sales fray without any training will fail in the marketplace. Unless he or she lives, breathes, teaches, and coaches employees every day about what great customer service means and how to achieve it, employees may flounder....