As I say in my book over and over again, cus­tomer ser­vice is no longer about telling peo­ple how great you are. It’s about pro­duc­ing amaz­ing moments in time, and let­ting those moments become the focal point of how amaz­ing you are, told not by you, but by the cus­tomer who you thrilled.

Peter Shankman — The Greatest Custom Service Story Ever Told.