Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?

Customers will want to talk to you if they believe you can solve their problems.

Customer satisfaction is worthless. Customer loyalty is priceless.

Memorable customer service can only take place in a human-to-human situation.

The biggest reason that positive endings don't happen is because employees are trained on policies and rules rather than principles.