I have been a Customer Service & Operations Manager in BellSouth and AT&T for years. I perfectly understand retail and fast paced environments but what really matters is the competitive advantage that CS will provides to you if you get to understand its essence and purpose. Are your customers/clients willing to pay for CS?, What are they expecting to receive?, Is CS an asset in your field?, How your customers "feel" about the service you are providing?
Let me tell you what "is not" CS; having someone to speak with customers or answering the phone for you, someone replying "no", "we are not able to..", "we cannot..", "I cannot talk with you if you...", "I'll call you back..", "who did you speak to?... when?, and what did they say?" ... "I am afraid is all I can do for you.."
If you have replied any of this sentences to your customers/clients you are far away from succeed in long term.
When you are selling, what are you selling?, are your customers getting something additional from you?, something that make them feel as unique for you?.
Did you know that customers are willing to forgive mistakes, delayed or even malfunctions in the products they have bought, or even willing to pay extra or higher price for the service or product they are getting, but do you know what make them behave that manner?, yes, customer service.
