For an organization to deliver outstanding customer service, a clear vision of the desired service level must be understood and lived throughout all disciplines of the organization. Simply put, the entire company in concert with its operating objectives must be passionately committed to serving the customer. Roebuck works with key management to teach customer service personnel best practices through optimizing the understanding and use of the dispatch systems and processes employed. Use of Key Performance Indicators for balancing the quality of the customer experience with the efficiency and productivity of the organization helps lead the organization to realize the vision of world class customer service.