One of my favorite training strategies is helping groups identify ways to solve customer service problems. I call it "Stuff Happens," because it always will, and we need to know what to do when it happens.
But closely related to that is what I call "Situations Happen." Those are the scenarios that aren't necessarily a problem, but can become one if not addressed.
What scenarios in your world might be a situation that, if left as is, can grow into a problem? Ask co-workers and staff to help identify them, and then discuss actions that can address them. You will empower yourself and others to deliver really great service because you will have been pro-actively thinking, anticipating, and trying very hard to make the service experience the very best it can be.
And last time I checked, that's what customers really want. You can deliver it. And by doing so, you'll create loyalty with customers and a higher level of engagement with staff.
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.