Browsing through Twitter, I came across a great customer service tip from Caroline Cooper of Zeal Coaching:
By the way, Caroline specializes in hospitality training and coaching, so if you work in this industry, I recommend checking out her blog and her twitter stream (@carojcooper) for more tips!
I agree, consistent customer service is critical to an effective service quality system. But like anything else, consistency is where the rubber meets the road and without strong training and performance management, it is easy for employees to slip into apathy.