• An Open Letter to American Express (from Cracked.com) – This falls into the category of “you can’t be serious!” Read about the atrocious customer service this guy got from American Express.
• Now Hear This: Happy Customers = Evangelists (from promodiva.com) – I personally love hearing about this when it happens. Heck, I love it when it happens to me (like with CarMax)! Have you ever become a fan for life because you were just wowed by the customer service you received. Learn how SiriusXM made some already loyal customers into brand evangelists.
• How many times can you alienate a customer in one interaction? (from Customer Service Stories) – Stories of lost baggage and airline customer service (usually the lack thereof) are a dime a dozen nowadays.  But there are definitely some that still stand out as outrageous. Find out how many times Barry Dalton gets alienated by USAirways when trying to track down his luggage.
• Twitter: the killer app for customer service (from Church of the Customer Blog) – How did AT&T manage to impress this blogger with customer service? I think the first line of the post says it best: “Hello, this is Sam Kaufman from the AT&T Internet Executive Office, and I am calling about your tweets.”

Do you have a rant or rave to share? Let me know in the comments or by emailing me at sara@customerserviceftw.com.