Generic PLAN report for how to review customer service in any workplace. include an overview of methods for: 

1.Consulting staff, customers and suppliers (how you can do that proactively or reactively)

2.How to research industry standards/trends (what types of information can it provide to perhaps relate to proactive or reactive changes)

3.How to develop policies and procedures (what should be contained them- based on the info you found consulting, researching etc)

4. How to implement the policies and procedures (what are the communication and information techniques)

5. Why providing training to staff is important and when and how you could do that

6. How to Survey staff and customers and report on the impact of the new policies and procedures (so monitoring procedures, how you know customers both internally and externally are happy and the Customer Service Level is good)