If you happened across my article but were more interested in what it meant to be a happiness engineer at Automattic, Olark recently wrote an article about customer service at WordPress.com.
My favorite part of the article was this paragraph where Andrew Spittle talked about a memorable encounter that he had with a customer.
Then the other experience for me personally that stands out is talking with a customer, and ultimately, the issue they were running into was not something we could fix. They were going to have to go contact their domain registrar. When we broke this news to them, they said, “Oh. I don’t want to go contact my domain registrar, because they don’t have Happiness Engineers. They have Gestapos of Grief.”