Customer Service that Works

Companies are struggling with customer service because of the influx of people using on-line ordering. For those shoppers who still need to physically touch see their items, there's even more need for fully trained staff who how to deal with customer purchases, returns and problems. To know how to listen carefully to determine what the customer wants and ensure that they feel better after they leave their shop than when they entered.
Some staff face queue rage - where clients go viral and take out their rage on staff. Some companies have had to hire security guards to protect their employees. Giving better customer service, is a must for companies in this age of zealous competition between firms. How does your company measure up?