Today’s customers focus heavily on the quality of customer service that they receive. But how can organizations be sure that their employees deliver the best possible service? Scientists at Kronos Incorporated took on this question and conducted a study to outline the tenets of superior service performance. Five areas were identified as critical for success in frontline service-oriented positions. In this paper these areas are discussed in detail, followed by a discussion of how organizations can utilize this research to maximize the success of their service providers.