The right (and the wrong) way to run customer service.
Angry Customers Don’t Say Yes – Screw-ups happen, and you can’t avoid them entirely. What counts is how you recover when they do.
Paul Christoforo – 5 lessons on what NOT to do when something goes wrong. If you haven’t heard of Paul, google his name.
An Easy Way to Screw Up Customer Service – are you giving your clients help? or banana peels?
Don’t Treat Your Best Customers Like Morons and Marks – who deserves your best offers?