Jeffrey Gitomer is my idol.  The author of all the "Little Books" for Business and Sales, he has a web site, (gitomer.com), is on Face Book, a blog, and all the other of today’s ways to communicate.  Plus, after seeing him for a day of his seminar i person, I can report he is the real deal.  In his most recent Ezine called Sales Caffeine, he talks about Service.  Quote, "Service leads to Sales if you know how to act and how to ask". 

"Every time a customer calls it’s an oppurtunity.  The only question is, ‘How are you taking advantage of it?’  Answer HELLO!   Not a thank you for the call, telling me how important it is while you put me on hold for the next available agent, or to "serve me better" ask me to select from the next eight options.  Here’s how to serve. 

1.  Start Friendly NO MATTER HOW THEY ACT OT TALK.
2. Get off your high(pc) horse.
3. Don’t worry about how you feel-worry about how they feel.
4. Ask them how you can help them the most.
5. Help them with whatever they need.
6. Don’t tell them what you can’t do, tell what you can do.
7. Get them to agree that the solution you offer, or answer they need, is the one they are expecting and the one they are pleased with (not "satisfied" with).
8. Engage them personally during the conversation.
9. Make CERTAIN clients are happy as a result of the call.
10. Follow through on your promises with action and communication.

Bottom line?  Keep it short but get the info you need to help them.  Email thanks.  Tell them how much you appreciated talking to them and how much you appreciate their business.   Email them back your solution, or promise to repair.  Follow up after resoultion to see if they are happy.  If they are ask for a testimonial.  Might as well "get it in writing".

Now go out there Tigers!