http://blogs.msdn.com/b/mthree/archive/2006/09/22/friday-link_3A00_-buzzcustomer.com-for-customer-service-stories.aspxMany thanks to my friend in support for the link to http://buzzcustomer.com/ which covers the good, the bad and the ugly of customer service: "All customers have experiences. Some of them are good. Some of them are bad. All of them matter. BuzzCustomeren-USTelligent Evolution Platform Developer Build (Build: 5.6.50428.7875)