Any ideas on processes/ways to improve in-person customer service?

[dullard]

Make sure all of your forms, rules, regulations, and other documentation is easily available on your website. If some form mentions "must comply with Reg 31.356" make sure I can find Reg 31.356.

And even better: put a direct link to Reg 31.356 and a quick summary of Reg 31.356 (Form for gorilla owners who have lived on Mars for at least 5 years) so that I don't have to search for Reg 31.356 to find out that it doesn't apply.