In today’s competitive business environment, customer service demands major attention. There are many ways to identify the scope of improvement in the offered customer service & verbatim analysis is one of them. Based on the communication held between the customer and the representative, types of service behaviours drawing most dissatisfaction can be easily identified. Zone specific verbatim analysis proves to be more beneficial as it gives a wider scope of soft & hard customer service improvement methodology to overcome the any possible short falls. Estimated benefits along with the implementation requirements can be immediately analysed and executed. Verbatim analysis is directed towards improving customer expectation setting at the point of sale to reduce buyers’ remorse & bill shock. Intelegencia had adopted a similar analysis approach while abetting one of its clients - a leading U.S.A. based Logistics Company.