What have you done to improve work processes in the customer service division?

Apart from the common CRM processes and all that , Customers as a stakeholder should sense that they are part of the company , so keeping customers closer is the key, in order to build stronger relationship with your customers (based on the nature of your services) i always find spoiling the customer does the job. Spoiling the customer through well engagement with customer not only via emails and newsletter or regular discounts and so on, a small souvenir or corporate gift will do the job ! an invitation to annual ceremony can do the job.