Customer service should not be a department, customer service is everyone's job.
If you want to know why your people are not performing well, step up to the mirror and take a peek.
Don't wait until people do things exactly right before you praise them.
Your game is only as good as your practice.
The productivity of a work group seems to depend on how the group members see their own goals in relation to the goals of the organization.
Catching people doing things right is a powerful management concept.