When a Company reviews their customer service, they often review process and systems...that's fine but that is only part of the story. Process reliance is about delivery but it has no emotional connectivity.
You also have to review how people are connecting with the customer, if people are using their energy "sticking to the process" it is removing emotional energy to connect with the customer. I always say to my people "Please the customer not your boss!" Then tell me what you did if it is outside the process...we then review the process, develop the customer service skill if it was needed and think of how we can build this into our future service.
So remember, yes the process needs work....but the people need energy!