Who Decides?

There are different levels of customer service. Who decides what is good and what is not?
Some would say service that leaves the customer well satisfied and eager to return is what customer service is all about. Let's face it, in today's market, products can be acquired anywhere...service that leaves the client feeling good about a business can set one business apart from all others.
Others would say that service that allows the customer's interaction with the business to progress without delay is desirable. No obnoxious sales pitches, no pushy sales personnel to hinder the customer from getting what they came for without interference is another opinion.
Service that combines the two appeals to others.
Take the customer who walks determinedly into the store who knows what they came for and has little time to look for it. A customer service representative who points them in the right direction with a friendly attitude and genuine smile gets the job done. A step further? The company representative, with a sense of urgency, leads the customer to the product, offers additional assistance and then departs when the additional assistance is declined has accomplished two things. The first is that the customer's needs have been met. The second is that the customer's good opinion of the business has been confirmed.