Customer server is important, but in order to build and maintain a truly good CS team you need to treat them like a good CS team. This post mentions following

Customer server is important, but in order to build and maintain a truly good CS team you need to treat them like a good CS team. This post mentions following rules too strictly as a big part of the problem. However, the bigger part of the problem is treating your employees, even your customer server employees, like hard working, creative, valuable people and not 10/hr calling center pawns. That means pay them a living wage, give them benefits, ask for their input, include them in the process and allow them to have a personality. I've worked in CS for a large social networking site (about 11-12 million users), and even at those numbers the amount of anger and hatred poured at you day in and day out is hard to handle while remaining 'empathetic'. Luckily, we were allowed to be creative, to break rules and we got paid pretty well. Had it not been that way, I can guarantee you that on angry, idiot call/email number 49 for the day I wouldn't give a shit about you or your problems.