Start friendly, end friendly, and put friendly in the middle. Principle 10 . Company policy is written in terms of the company not the customer. Company policy and customer service are oxymorons. Principle 11 .
Service is a feeling.
Give that to your customers every day. Principle 12 . Don't give the customer a bunch of lame excuses or reasons you can't do what they want. Give solutions, not excuses. The customers perception of good or bad service is the measure of your success or failure.