The session will cover the five main strategies in developing a solid customer service and loyalty program at the department and organizational level. The session reviews the difference between personality and behavior in the utilization of key staff members in customer service programs. Statistics will be utilized to provide validity. Participants of this session will define the roles of their departments in the customer service program; distiguish what needs to be accomplished with customer service; organize and implement a customer serivce program; meassure the results.