Statius Management Services | The Coffee Break Challenge

	We sort out customer problems but they often re-occur quickly.
	Our customer service activities are usually reactive.
	We don't have a process for identifying, tracking and resolving customer problems.
	We don't really know how our customers use the products or services we provide for them.
	We know nothing about the how the customer uses our products or services or any problems they may face in doing so.
	We know very little about how our offerings compare with our competitors.
	We get significantly more complaints than we should.
	We expend a lot of effort handling complaints.
	Our complaint rates are much higher than we'd like them to be.
	We have little idea as to who our good customers are or why our customers leave us or are unhappy with us.
	We have no plan for improving/rectifying the current situation?
	Our staff and suppliers are often as unhappy as our customers.