Customer service success is determined by how well customer service representatives and other organizational employees prepare before their customers arrive. If they follow industry standards in the way they greet, listen and provide service to the people they encounter, they will likely be better received. By delivering excellent customer service and treating every customer as special (because they are), you both win. This can lead to a positive encounter for both customers and employees and often contributes to brand and customer loyalty.
A quote by Kevin Stirtz sums up this concept:
For thoughts and ideas on how to effectively create an environment that can help you achieve positive customer service delivery, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.