One thing we try to do is get non-customer service folks to sit on customer calls. It's amazing what can happen. Like one time, we had a CTO of an online dati

One thing we try to do is get non-customer service folks to sit on customer calls. It's amazing what can happen. Like one time, we had a CTO of an online dating service sit in on calls from customers for awhile. After one particularly grueling one, he goes "you guys need to give this woman's money back." We go "we can't, there's a policy against refunds." To which he responds "but she will never get a date (for a bunch of reasons not worth going into)." And we go "exactly...so maybe we should change the policy!" New policy the following week. Boom.