Customer service is the engine that drives organizations towards achieving pursued profit margins if well handled. Therefore this book reveals practical realities of the outcomes that can be reaped from concentrating on the appropriate dimensions of customer service to achieve the required satisfaction of customers. Even though companies undertake expansive and vigorous marketing strategies, greater impact can be achieved if the clients speak the same language with the marketing team. This book is thus a recommended read for organizations aiming at Understanding the intricacies of satisfying customers because it reveals the findings regarding the relationship between customer service and customer satisfaction taking CRDB BANK Kikitonyama as a case study.