What constitutes good customer service? Many things.
Good customer service includes the way library staff interact with patrons: friendliness, finding out what the customer wants, knowledge of the library's resources and other resources, knowing how to find the information.
Good customer service does not stop there. It includes everything that can be done for the benefit of the patron. This includes how the library is laid out; providing user guides and bibliographies to guide patrons in their search for information or whatever they need; enough light; climate.
Libaries that are serious about customer service will take all this into account. They will work hard at providing a good customer experience even if the patron does not find what he or she wants. They might start by creating the position of Manager of Customer Experience.
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