Drew Stevens: Cures for the Customer Service Puzzle

Posted today on examiner.com, Mr. Stevens outlines the main components to problems businesses have with customer service. Here's a hint, it's the businesses who are the culprit. What with a huge gap between 8% of businesses actually providing good customer service and the 80% of businesses who claim to do so; Stevens provides some tough love that business owners big and small should seriously consider. How do you rate the customer service of your business? Do you find these percentages correct?