We are all customers of many organisations - large and small.  What is your experience?

Do you sometimes feel that you are an inconvenience to the person you interact with, either face to face or on the phone?
You know your own reaction to poor service or products that fail to meet up to their promises.  Anger, frustration and disappointment. 
And if things are bad we make sure to tell all our friends.

Your reputation is in the hands of your customers!

Deep down we all know that customers are the only reason for our existence, but do we know enough about what they expect from us?   
Perhaps the first thing we need to do is find out! Then we have a better chance of meeting those expectations.