Customer service is an important aspect of any business. In this competitive world, different businesses can offer same products and services, the key differentiator is the quality of customer service they deliver to their customers. Today, it is expected that companies and businesses provide the best customer service that they can. According to a research, 97% of global consumers say that customer service is important in their brand choice and loyalty. The best way to have a successful business is to have the quality of your customer service experience regularly monitored, evaluated and constantly improved. Frequent monitoring and analysing will help determine the areas that need to be improved.