• Is the word 'customer' used frequently?

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• Is there a clear commitment to customer care on the part of managers?

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• Do people feel free to discuss the quality of customer service?

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• Are employees encouraged to bring forward their own ideas about improving quality of service?

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• Do managers and team leaders set high standards by personal example?

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• Are findings about customer satisfaction, levels of complaints, etc. made available to employees?

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• Are clear standards set for every aspect of quality and customer service?

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• When a problem arises, do the team members pool ideas to find a solution, rather than offering excuses or trying to blame one another?

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• Is the system for ensuring quality flexible and capable of dealing with new situations?

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• Is there generally a feeling of pride and achievement in...