<p>Utilizing mystery shopping and or other avenues that give you a true report of a customer's experience at your institution can prove to be valuable tools to discover the strengths and weaknesses of your institution's customer service. Reviewing and utilizing the results in order to identify and implement strategies to improve the institution's customer-centered service experience is vital in order to reach service excellence. It is also critical to ensure that the entire company and team are well informed and trained on the newly implemented strategies in order to successfully reach the goals of the institution.</p>