People. An extremely important part of any company is having the right people to support the company’s products and/or service. Excellent customer service personnel who can provide support with clearly known expectations, such as hours of operation and average response time, is key to maintaining a high level of customer satisfaction. Customer service skills were discussed in lesson 9. Lessons 1 through 4 cover everything from how to lead the people, to hiring, retaining, training, and building teamwork. Knowledgeable staff adds much value to the product offering.