Zappos has amazing phone support. They require all employees from all departments to spend time talking to real customers. Even Tony, the CEO, does customer support calls.
The counterexample for bad rules in "The Knack" was the CEO of JetBlue, who served as the author's flight attendant on one of his flights; apparently, he used to do that a lot.
Slicehost too, but I don't think they do phone support.