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"Customer Service" is defined by the customer, not the agent. The very first step to becoming known as "customer centric" is to find out exactly what the customer expects when they call.
Once you find out what is expected of your agents, training followed up with intense supervision, guidance, and feedback is essential. The agents will never change a behavior unless it is pointed out to them that it is inappropriate for the situation they are in. Given a lack of productive guidance, agents and supervisors will make up their own rules on how to serve their customers. It doesn't take long for those inappropriate "rules" to become the norm and standard way of doing business and are very difficult to change.
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