The quest to become a customer-driven winning organization requires vision for excellence, commitment, hard work and the execution of well-defined continuous improvement performance strategies. The Customer Satisfaction Excellence Pocketbook is designed to assist individuals, teams and organizations in assessing customer requirements, and creating a customer-driven culture with the right values, attitudes and work habits to promote customer service excellence. This pocket book is written in a simple, easy to follow format to provide a handy and convenient reference..