An old story states that the Sun and North Wind wanted to prove who had more influence. So they choose a simple test; who can make a man remove his coat. The North Wind stepped up and blew and howled at the man but it only made him hold on to his coat tighter. The wind blew and blew and blew but nothing changed. The sun instead just smiled and shown bright. The man feeling the warmth just took the coat off himself. While this Aesop's Fable wasn't talking directly about customer service, he was speaking to the benefit of being courteous over cantankerous. Agencies that want to persuade a customer towards a goal knows that treating customers as people instead of a function or a "call" or a commission are more successful. So how does an organization help their team members move from, "I had 200 calls today", to "I got to work with 200 people today"? Routine can sometime breed complacency. So how does your organization insure that the customer experience is woven into every customer interaction?