Customer service: take the helicopter view

Your understanding of the environment where your company offers its business services will be crucial in determining the success of your operation. What are the constraints?
Where do the customers come from and what will be their state of mind when they finally reach you? Taking an helicopter view can often be useful to understand these factors and help you define the broad parameters before focusing on the details of your service delivery

Picture courtesy of Claire Boyles with our thanks - http://www.success-matters.com/