Abstract
Customers are vital to business success. Customer service is a business priority today and is ‘key to future growth and success’. Everybody is in service, including manufacturers. Unfortunately, exceptional service is the exception. Poor service is rife and customer expectations continue to increase. Also, while the service literature continues to grow it has been aimed mainly at other academics, not the business community. The PROMPT acronym contains six essential service practices: Prioritizing customer needs, Reliable service delivery, Organizing for customers, Measuring customer satisfaction, Personnel training, and Technology focusing. These are the hallmarks of providing service excellence. The PROMPT acronym is a guide for managers in delivering excellent service. Finally, three broad steps are identified to help managers begin their search for a service advantage.
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