Customer Service (CS) is a recent theme of study in Brazil. CS is an important tool to reach customer s satisfaction and it has been relevant not only to respond to manifestations, but also to acquire information and improve the relationship management with the clients. One of the entrepreneurs that has followed the CS valorization are the malls, which besides having become an important merchandise channel in the country, have also become utility and time centers for the consumers. The present work has as its main objective to study a CS at one of the most important malls in Rio de Janeiro, and the biggest one of the Baixada Fluminense - Grande Rio Mall. The purpose was to verify how this service contributes to the satisfaction of the mall s public. In this sense, a case study was developed, based on bibliographic and documental research, interviews with executives and mall employees, and qualitative research with mall customers. The primary result attained by the field research was that clients have very few and limited knowledge about the CS offered at malls, thus the utilization of this service occurs in a very sporadic and arbitrary way. Hence, Grande Rio Mall is under an improvement process on the communication and dissemination channel of this service, in order to offer the public a better and more efficient system.