I just had a fantastic customer service experience with Zappos.

“Fantastic” and “customer service” in the same sentence?

I was just as surprised, but after I recovered from the pleasant shock, I called back to thank them. I also asked what Zappos does to train their customer service reps.

The rep I was talking with couldn’t stop [...]

“If none of your customers are complaining, start worrying…”

I can’t say I’d ever anticipated posting an article about trying to increase complaints from customers, but Entrepreneur.com has come through with another information-filled customer service article.

Quoting Jeanne Rinaldo, vice president of relationship management at Integrated Loan Services:

In my experience, I’ve found it’s foolish to [...]

Reading through BusinessWeek’s primer on customer service, I was delighted to discover a list of “magic words” that make customers happy. I think I may put a few of these on post-its and scatter them about my office so they’re always handy:

How can I help?
Customers want the opportunity to explain in detail what [...]