While I'm on a customer service kick, let me add one more thought. If there is one thing you can do in support of building a quality customer service organization it would be this - answer every single inquiry as fast a humanly possible. I don't mean fix the problem as fast as possible, although that should be your goal, but respond with acknowledgement of the issue and set the best expectation you possibly can as to what you're doing now, what you'll do next, and when resolution is expected.

Answer your phones, route calls, use web live help, employ instant messaging, have people dog email. Give your customers multiple ways to reach you around the clock. And respond immediately when they do.

If you can't respond 24/7 clearly state so, give us an expectation on when you will respond and how. If you need something from us, ask us.

If you can do this, you will build a reputation of service excellence. Interestingly, it doesn't cost much and is completely under your control. Sadly, this alone would make many the customer service guru of their market.