My definition of good customer support

Obviously, my new job is ideal for getting me started on the topic of great customer support and service... since I actually spend much of my time interacting with customers from the Netherlands and Switzerland.

And I used to work for Amazon.com, where great customer support was key - that was some years ago, but I would guess it still applies. Here's my list:

Be honest
If you screw up, say so. Tell small white lies only if you are certain it won't hurt your future customer relation. Even better, do not tell them at all.

Exceed expectations
Nice wrapping, and handwritten note and small trinkets (like magnets) go a long way when sending out a present. On Etsy, it even seems expected by now.
In addition, it is great when a customer has a voucher and saves money. It is even greater if that customer forgets to add the voucher, yet you return part of the money because you inform him of a current sale that is going on... imagine his delight! That works in many ways - be pro-active.

The sale isn't over yet
Just receiving the money and sending out the package doesn't end the sale - get in touch afterwards to see if everything was okay, or say thanks for a nice feedback.

Negative feedback is worth more than positive
You might be hurt for a second, but you know what - any customer who gets in touch letting you know what could have been improved is worth more than 100 customers telling you everything was great. First of all, most unsatisfied customers never get in touch - they just never buy again, without you knowing why. Treasure negative feedback and do everything you can to make that customer happy after all.

Be lenient
If in doubt, the customer is right. I rather refund money or re-send a package once too often than question if that customer might be lying to me. Believe in the general goodness of people, and act accordingly.

Returning customers are worth loads
Once someone buys from you, try to build on that relationship. Send out newsletters (only after receiving the okay), keep in touch - I got some of my greatest orders from returning customers. It is also cheaper to keep returning customers than attract new ones.

Keep your word
If you say you are going to do something, do it - I think it is what my current real-job customers complain about the most... "Someone promised to return my call, and they didn't." Just hoping that the problem will go away by itself doesn't work.

Smile when you dial
Well, I hope this works also with "smile when you send a convo". I know that my voice sounds differently when I smile while talking to a customer - I am sure this works as well when sending messages.

Think ahead
Often, you can avoid further questions and misunderstandings if you think ahead. When confirming a sale, include the address where you are going to send it to. Try to answer as many questions as possible, even if those haven't been asked yet -. it will save you time down the line.