Every day of maintaining positive and effective customer service presents new challenges. Society has evolving expectations for efficient and user-friendly customer touchpoints with policies, procedures, and systems that ensure viable service provision. Essential is the knowledge of common pitfalls to effective relationship building with our clientele and an understanding that managers and leaders must build systems with talented team members and creative procedures that meet modern demands. This session, presented by NAHRO Professional Development, includes a discussion of the expectations and intentions of customers, effective hiring methods for customer service team members, and the best customer service brand for your agency or business.