Customer Service and Why Is It so Important

I would like to do my survey/project on the department for community based services and the whether or not the client has decent customer service while in the building.   How does an actual customer to worker relationship work?   What are the dynamics behind customer service and why is it so important to meet the needs and wants of the individual/customer.   How dose Kentucky’s hands on approach differ from that of Florida which has a completely automated system for all of their community based services. The only automated service that Kentucky offers is unemployment and calling in your bi-weekly check. I would start the survey with some of the basic questions like asking the client their age, monthly income before taxes, house hold size composition, highest level of income, are they interested in furthering their education as well as their overall satisfaction of the offices customer service from the time they step in the door to the time they leave my office (all in brackets for easier statistics).   The above basic questions would allow the researcher to best determine the different statistics that the office is dealing with on a normal basis.   I know as a worker I personally all ages of life walk through the lobby and in to my office, ranging from single teenage mothers asking for help with their diapers and formula to the elderly who are looking to supplement their monthly social security check.  
One of my main questions I would like to ask is; do you feel that your case is dealt with like a number or an individual? Many time a day I over hear clients in the lobby talking to one another about how they do not like their case worker because he/she never returnes their calls or never takes care of case changes; or the worst of all they discontinue their case for little not know reason.   What the clients do not know is the massive amount of training that is done in order to do just one program in the Department for Community Based Service (DCBS).   Food stamp...