Empower your employees to make decisions on the fly. Customer service is the face of the business regardless of a team member's station within the organization. To the public, the person they encounter is the business – period. They are not concerned with hierarchies and politics. They expect that the person that answers the phone can help them with their problem and translate it into whatever internal language your company decides upon behind the scenes. Unfortunately, many companies don’t equip their customer service staff with decision making tools and/or rights and require them to go to management levels for even the most basic of approvals. Allow your staff to make decisions about what they should do and give them the ability to do it right then and there, when the customer is on the phone. That will show that you have confidence in them and that sentiment will resonate. It will also indicate to your customers that issue resolution is top on your priority list.