customer service

I am always confused by the words customer service, customer thrill..

I joined this branch in June 2013.  Nice branch. I have heard the good service by this branch whereby Mr.Sivaraman, one of the earlier branch managers and my immediate boss at Zonal Office, Calicut, had got many accolades from regional manager to MD.  

The branch had since grown from MMII to AGM and last year a new post for CM (C&I) was created for a branch where PSB deposits was to the tune of Rs.300 cr and PSB advances was Rs.75 cr out of Rs.90 cr adv.  and PSB chief manager was taking care of all charges voucher passing, staff matters, overall charge of accounts, etc.(i.e. almost all jobs of a branch manager).  The PSB advances are now sanctioned and maintained at RASMECCC.  The Bank may be taking of the future growth of the branch in C&I.  After the new posting, the branch is now growing in C&I advances.  But the question is should this traditionally deposit branch grow as deposit branch or should it grow more in other than PSB advance.  

One day a customer came to my cabin, introduced as Mr Shetty, proprietor of a pharmaceutical company which is some 20 km from the branch. He had connections from earlier days of this branch and because of distance he keeps his  banking in SBI, where he has 2-4 cr loan portfolio. I asked for a Current account and he agreed to open a CA. I then asked about his coming to the branch and he said it is for closing a gold loan.  I thought, if we release the gold even after business hours, he would be pleased and would certainly help the branch.  I went the the lady cashier, who was generally seen as jovial and good. She immediately and reflectively said "No, I can't 

.  I felt sorry for myself.

the customer was telling her.. OK, just tell it with a smile and not with a frown and agreed to come some other day..

Cashiers in SBT have not changed  ??  I have seen some change in the cashier's attitude over the years from being adamant to being customer friendly.  especially it should be so, in metros and especially in this branch known for its good service.

Later i came to know that she is travelling some 30 km by bus which means if she start by 4 pm she will reach home by 6.30 or 7 p.m.

But what confuses me was if we do things which are within the norms, timings..can it be called customer service or is it that we walk that extra mile that is to be called customer service..?