Traditionally, higher education systems have primarily focused on academic excellence. Re-evaluation of this primary focus is needed in higher education systems A modern focus should be addressed to retain and graduate students in higher education institutions to keep up with current trends. Employees are important in this customer service focus. According to Thomas Friedman, author of the book “The World is Flat,” globalization has forced a new found power for individuals to globally compete and collaborate (Friedman, 2005; Wehmeyer, Auchter, & Hirshon, 1996). Students are the primary reason for the existence in this world of educating higher adult learners. Colleges and universities compete for these students every year. Due to the globalization of education processes and the need for students to complete their education, there is now a need for social relevance in the quality of our higher education system. Policy makers and students are demanding continuous academic, operational, and supportive improvement processes. These demands serve as the foundation for addressing customer service in higher education. The corporate business sectors have recognized and addressed these demands of their customers based on their needs. Subsequently, the corporate business sectors have found ways to maintain their competitive advantage through their services. Public higher education should recognize and address the demands of their primary customers (students) based on their needs. The nature of customer service is to provide at least satisfactory service or exceed satisfactory service. The results of customer service provide methods, efficient and effective service to their targeted market. There is limited quantitative research on a customer service focus in a public higher education environment. In particular, employee satisfaction of customer service that they provide to students and colleagues. The paper outlines the results of a study conducted to assess the satisfaction of employees after developing a customer service plan and activities in a higher education institution.