Satisfied customers are apathetic. Loyal customers will be your advocate.

Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?

Every time a customer calls or you call a customer, you have an opportunity and a choice. What choice are you making?

Mistakes in judgment are the best teachers in the world, and if you choose to learn from them then you will begin to trust yourself and understand that, correct or incorrect you were decisive and moved on.

People who are cocky and arrogant say, 'I know that' and move along. People who are confident and positive ask themselves,' How good am I at that?' and seek to improve

If you are going to leave message, you have to be able to give enough value or reason to get your voice mail returned.

The best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.