My thoughts regarding customer service have for many years been based on advice from my boss at the job I held during my undergrad college days working in an office supply store. Bob's simple directive was "Remember that the customer is the guy standing there with money is his pocket waiting to give it to us." It doesn't get any more simple.
Contrast this to an experience in the Wal Mart store in the town where I lived for 28 years. Many folks in the rural community tried to shop on their lunch hours but there would be limited checkout registers and lines of 15-20 people at each. When I asked a 'floor manager' why they didn't open more checkouts, her response was "Well, this is the number of registers Bentonville says we should have open now."
I have always hated Wal Marts
One of the best days of my IT career was they day I told my boss if the problem was so simple he should go fix it himself.