" Walk a mile in someone elses shoes" goes the famous saying.

In customer service terms, this could not be simpler....... see things from their perspective, imagine yourself with their needs and expectations.
Does everything and everyone work around what is best for the customer, or is the work place constructed around what is cheapest for the company?
Does the business look at things and analyse angles from the customer point of view or is it wholly centred on shareholder profits and making short term gains to induce bonuses for the managers?

Walk a mile in their shoes and see how you can turn the long term profits upward in a second.