Customer service standards in your organisation are at an all time low. What are the key steps that you would take to correct this situation?

Following is required to correct it:   1.
Understanding the need of the customers, which can make them satisfy. 
  2.
Making appropriate changes in procedures and involve new provisions to take care of point1.
  3.
Involvement of Top Management and training to the field / front line staff for effective implementations.
  4.
Involvement of Technology to reduce the cost of implementations.
  Trust this will help  

Assess the situation and retrain the staff if needed.
Also introduce new technology as well as incentives to staff.
Keep motivating the staff. 

There is need to look into revising the standards  and improve them if conditions demand so.
Assess  the need of retraining  the existing experienced staff.
Arrange hospitality courses embarking upon latest techniques.
Introduce incentives. 

Review the SOP (process) it might not be of help anymore, and conduct TNA (Training Needs Assesment)  for your existing staff on board, and of course don't forget to motivate them  by introducing incentives and other benefits that might increase that quality of your service.

well heving sach customer, i just come down by saing him or her sorry untill she come down cos i dont want loose that customer and customer is business.