Where to start

Customer service is determined by the very first point of contact (or lack thereof).  Every time a customer walks in, calls, e-mails, or somehow comes in contact with your business, customer service begins.  That is why it is critical that every business develop a protocol on how to deal with EVERY contact from a customer or potential customer.  For example, the Greater New Jersey Conference of the United Methodist Church provides a "contact us" link on their website for a parishioner to contact the bishop.  I sent a message, using this link, last July and have not yet received any acknowledgment.  What do you think that does to my opinion of the Bishop of local United Methodist Church?

An organization that is truly interested in providing good customer service makes sure that every contact is acknowledged immediately.  The phone does not ring more than 4 times without being interested, a customer walking in the store is greeted with a hello immediately, someone e-mailing your business could even receive an automated response acknowledging receipt of the e-mail and promising a reply in 24-48 hours.  All of this let's your customer know that their business is important and you want to keep it.  Anything less is an opportunity to let your customer go to another business that appreciates them more.