I'm not feeling my best today, so I thought I'd give you a couple items to stretch your grey matter, including this post about customer service by Guy Kawasaki. You'll probably find some of his points more helpful than others but it's worth the read—other bloggers also left some good comments so make sure to take a look at those too.

And, from our own library of informational articles for agents, I give you:

Superior Customer Service: The Key that Unlocks the Door to Client Retention.

Enjoy!