Moran Consulting, Inc.'s customer service training program has increased pharmacy service levels. The training provided staff with the skills to satisfy the customers, and to handle the difficult situations they face. In addition, Moran Consulting Inc.'s performance management process (Designing Accountability) has helped pharmacy departments measure critical customer "pain points", and link the measurement to staff performance expectations. Results include: Faster service to customers Higher morale among pharmacy staff Staff held accountable for customer service Increased customer satisfaction