from OMNET (http://www.omnet.com/)

Our rules

Every single employee -- from the shipping department to accounting
services to infrastructure operations -- is also a customer service
representative and should:

1. Make a customer laugh -- out loud, without telling a joke.

2. Use an analogy or metaphor to explain something.  (This includes
   everything from technical specifications to explanations of screen
   displays to paraphrasing or restating a customer's problem.)

3. Use boilerplate material for creative accuracy, but never give a
   customer a rote response.

4. Empathize with a customer's problem or point of view.  (Empathize
   is different from sympathize: sympathize is "that's too bad;"
   empathize is "I know what it feels like.")

5. Never talk or write "techie".  Treat our customers like intelligent
   people, yet never assume an understanding of technical jargon.

6. Let your own personality come through.  You are part of a "people
   helping people" team.  Just as you treat each customer as a unique
   person, so should your own specialness come through.

7. Do something extra.  Extend your thinking beyond the box of the
   customer's question or request.  What else would help this person?

8. Be accurate.  Be perfect. (Well, close!)  Every mistake represents
   100 percent of one person's interaction with us.

9. When you make a mistake, do three things: apologize, figure out
   how never to make that mistake again, and then help another
   employee avoid the same mistake.

10. Leave a customer muttering "Damn! but those people are good!"