The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees – who can adjust themselves to the personality of the guest. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organisation’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organisation.