I’m a huge fan of Tony Hsieh of zappos.com .  The way he handles his business and his stance on how to provide excellent customer service.  I actually had the pleasure of seeing one of his excellent presentations.  What is great is that he empowers his customer service reps to do whatever they believe is the right thing to do.

Here is an example story from Tony.

A customer rep received a phone call from a lady that wanted to know how to return a pair of shoes.  She explained that her husband recently purchased a pair of shoes and unfortunately died in a car accident and never got to wear the shoes.  The customer service rep offered her condolences and told her how to return the pair shoes.  Immediately once they got off the phone, the customer rep went ahead and got flowers delivered to the ladies house.  The widow was so happy she called them back to thank them and stated she will be a customer for life.

You see Tony instills this type of culture and values to his employees.  This is a good example of how to deliver happiness.

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