I read this blog (http://royatkinson.blogspot.com/2011/03/not-just-button-not-just-number.html) on customer service.
Read especially the comment trail below the post. On one hand are the comments in Junkbook (oops Facebook), juvenile and inane. And here we see a lovely exchange between the author and a reader.
And here is an interesting article (http://www.nytimes.com/2010/11/28/business/28borker.html?pagewanted=1&_r=3&hp) on a harrowing experience that a woman went through when she bought stuff from on an online retailer.
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