Most of the time customer service is hard. Really hard. Sometimes you cannot give your customers what they want, and empathy is all you have to offer.
Other times customer service is fun and incredibly rewarding. Resolving problems, especially complex, tricky issues and knowing that you have helped someone out never gets old. Those moments makes you forget about the difficult parts of the job.
Then there are the times that you decide to do something nice for a customer, just because. Kindness coupled with surprise has an amazing effect on customers.
I reached out to Vince at Zappos for assistance regarding a missing item for a halloween costume. He tracked it down, and the package arrived in time for Halloween. Then he sent me the letter shown above. I can only explain my reaction in one word: Wow.