We've all had this happen. You show up to a store, ready to make a purchase that thrills you, and within moments of arrival, all of that great energy you had gets sucked right out of you. What happened? More than likely, you walked into an environment that had negativity and unhappiness hovering, and the associate(s) you encountered had bad energy spewing from their pores. (We can likely assume that these associates are unhappy with their jobs and don't have the tools/training they need to do their jobs well so they feel good.) This negativity wildfire nearly engrosses you, and that excitement you had about your purchase is depleted. Think about all that could be done differently by the company/associates in this situation. Now, take a look at a very funny (very bad!) customer service exchange that takes place during Meet the Parents when Greg Focker (Ben Stiller) is attempting to board a flight.
I like to do this exercise with people starting a new business venture--it's a great way to troubleshoot any future problems. Basically, you're going to brainstorm potential mistakes you and/or your staff might make in the future. Be brutally honest: Where could you possibly screw up? What could go wrong if all hell broke loose? Then talk through how you would handle it. You are proactively avoiding these mistakes by anticipating them ahead of time. No one likes to imagine the "what-ifs," but it gives you greater piece of mind knowing you have a plan to handle them.
We have all heard the saying, “Customer Service isn't a department, it's an attitude." When you treat this concept as a business discipline, the customer experience will lead to profits. So if you believe in the business benefits of the customer experience leading to profits, then what are the best methods for achieving this? The mistake made by many is thinking that just because the company slogan says "we focus on the customer" or initiatives are in place that communicate to the staff to be warm and fuzzy with the customer, those methods will somehow be enough. Many companies "think" they know what the customers want, but the companies who "know" what they want are the companies that will lead the customer experience to a level that matters both in customer loyalty and profits. 
There's no better way to market your company or to add some "pow!" to your credibility than to have your satisfied customers do the work for you. When you give these happy customers the power to make a difference in your business, they automatically become more emotionally invested in the relationship and your company's success. Everyone likes to know that their voice has been heard and that they have made a positive impact, so why wouldn't you capitalize on your biggest marketing asset- your current customers- by empowering them to help you to be better and to earn more business?
Once you have established specific goals, ongoing coaching is essential to developing your employees. Enterprise [the car rental company] uses a coaching method known as SOS, which stands for "show, observe, and shape."