Good customer service is rare.
In order to get it right, you need more than politeness. You need to be upfront on what you are delivering and then deliver it.
Think of a restaurant. Your waiter may be excellent but if your roast chicken comes to your table cold, undercooked and is overpriced, you'll leave very disappointed. On the flip side, your waiter might be horribly mean but deliver a great meal to your table. No one is leaving either one of these situations with good feelings about the customer service.