A bit of a different perspective to some of what Joel wrote.
http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service)
Yeah, but I think Joel's main point was not to outsource customer service people. There's definitely something to be said for working for someone who gives you the trust and freedom to make independent decisions, even when that means losing a customer (as someone who used to bartend, I was happy to get rid of a few) but if you're not close to the company than there's just no way that can work.
