Yikes, I Forgot to Tell the Staff to Be Polite!

Hiring people who demonstrate that they are customer-focused, training new employees to know what's expected of them, providing workers with the resources they need, and keeping them in the loop are all part of a successful customer service process. But a common mistake in setting the foundation for good customer service is not first selling an employee on the benefits to them in providing good service.
Source: CRM Buyer, http://crmbuyer.com