The companies that rank best for customer service put the customer at the center of their mission and operations. Zappos does this incredibly well. Their mission is "to provide the best customer service possible," and they've made sure that every decision within the company maps back to that mission. They empower reps to use their best judgement and don't use scripts. While Zappos isn't ranked by the American Consumer Satisfaction Index, its parent company, Amazon, is and scores highest among all internet retailers. (http://www.theacsi.org/index.php?option=com_content&view=article&id=149&catid=&Itemid=214&c=Amazon)

I wrote a blog post recently that compares Zappos with the worst performer on the index, Comcast. You might find that useful for further reading. http://yourbrandvox.com/blog/2014/7/16/zappos-vs-comcast