Customer service at its best

Every once in a while, customer service reps surprise and make me happy. But as a general rule, if you're like me, you are completely fed up with lousy customer service, especially on the phone where the people don't seem to listen because they're too intent on focusing on scripts that they must follow. (No doubt we've all seen the Discover Card commercials featuring the infamous customer service rep named "Peggy." If not, watch these and enjoy:

"Are you saying 'yes' or are you asking 'yes'?": http://www.youtube.com/watch?v=uFXHEApQ7hA
"I'd like to redeem my Reward points": http://www.youtube.com/watch?v=Md43_fjlY-M&feature=relmfu
"He want cash": http://www.youtube.com/watch?v=cLgBLbglUTY&NR=1
Stanley Cup commercial: http://www.youtube.com/watch?v=aAv-sV6y_Rs&feature=relmfu
"Please hold": http://www.youtube.com/watch?v=7WIwxQjvfFI&feature=related
The endless transfer: http://www.youtube.com/watch?v=rZ9owvqx1iw&feature=related
Another endless transfer (with Adam Sandler, contains vulgarity): http://www.youtube.com/watch?v=NYduBcPCfrM&feature=related
Need a replacement card: http://www.youtube.com/watch?v=pV5-LcEmXls&feature=related
Unauthorized charges: http://www.youtube.com/watch?v=jJ0x8yRJBCc&feature=related .).

At the same time, I think many people believe, and understandably so, that customer service people are working in a relatively thankless job where they are underpaid and underappreciated. Well, it is true that in most companies, the employees who spend the most time with customers are the lowest paid and least empowered. At Zappos, they’re the ones in control. When you walk through the call center at Zappos, the Las Vegas-based online shoe and apparel company, you get the sense that there may be inmates running the asylum. Employees enjoy free lunches, a 25-cent vending machines, a company library, a nap room, and free health care. Perhaps if more companies followed the best practice ideas set forth in this WTN article customer service would be better, customer service reps would be viewed better by the public and they would enjoy their jobs more.