How do you deliver world class customer service and support?
Be prepared...some of your customers may act shocked when you ask them for unsolicited feedback. Their other vendors are probably not as inquisitive and curious about them. Keep "peeling the onion" on your customers. Uncover their needs and pain that is there, but not quite at the surface.
If the customer service department has managed to solve a customer problem on the phone and they seem satisfied, then you are in a good position to leverage the phone call.
More on this topic at another time.
Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.