Here’s the original article that was being responded to on the MicroISV blog. The main problem is found in the initial response to this customer. It feels SOOOOO good to send a zinger back, but Mike Mindel (search for his first reponse post in the comments) gets it right. The idea with customer service is, regardless of the fault in any situation, get the customer happy again (within bounds of reason, unique to each situation) and willing to continue using your service. Problems happen no matter who you’re working with, the mark of good customer service isn’t that they don’t have problems to deal with, but that they deal with the problems well.