What’s holding back our customer service?

What’s holding us back from giving really great customer service?  We focus too much on policies, procedures and brand manuals.  And that’s a lot to focus on,  When we add to that company politics and turf guarding, we end up forgetting why we come to work everyday.  So we need to focus our companies  on the one thing that we can be truly remarkable at delivering.   Sometimes it a physical thing like efficiency and other times it could be emotional like our friendliness or approachability.  Search for the one thing that you can credibly lay claim to and that is important to your customers.  Identify it, get your troops to embrace it (all of them not just the marketing department) and then align everything you do towards delivering it, down to your voice mail message.  It’s as simple and as hard as that.