Food for thought on customer service
Customer service is a hot button these days (did you DC-area folks see JetBlueâ€™s giant mea culpa in the Washington Post the other day?).
You might be interested in checking out two interesting blog posts on the subject:
Seth Godin diagnoses what he thinks is wrong in customer service today and proposes some changes.
Seht also points to Joel Spolskyâ€™s blog, where he writes on the seven steps to remarkable customer service. My favorite section is actually bonus step #8: creating a customer service career path that attracts the best and brightest applicants to spend several years in customer service on their way to their longer-term career goals.
ETA: David Gammel also found Joel Spolsky's post to be of interest, and has some good comments of his own.