Despite all the rumbling and grumbling about poor customer service, there are always a handful of renegade businesses that somehow find ways to keep their workers fired up and their customers delighted and coming back for more. In these rarified places, highly motivated employees pursue customer delight with a passion; they ignite a flashpoint of contagious enthusiasm that spreads throughout the organization like wildfire. How do they do it? They conscientiously avoid what I call the Top 5 Monster Customer Service Blunders": Monster Blunder #1: Trying to solve . More »