[Macsenour]

I have noticed over the years that good customer service comes from the top down. If the CEO doesn't give a crap, that attitude slides downhill to the people actually talking to customers.

I'm not sure which which service for finding cheap airline tickets was posted here, HN will jump on this for me I'm sure, but I recall them saying from day 1 that CS was their focus.

As I set up my own service based business I got a CS phone number and when asked why before I have customers, I said: "We need to be ready to respond to issues long before we're needed".