Hi Pamela,
We have a ‘Customer Service Club’ here at Byron.  It has staff primarily who have volunteered to meet monthly to discuss CS related issues and work on key projects such as refreshing our Charter and developing Service Guarantees.  I coordinate and chair the meetings at this stage, but eventually see handing the baton over to some of the members.  So far, it’s working really well.  Feel free to contact me for more information if this sounds similar to what you are wanting to implement donna.tucker@byron.nsw.gov.au  Cheers, Donna