As much as I laugh at the typical Gizmodo hawking of confidential Apple secrets, this is a pretty cool read.
So... to become awesome at customer service, you understand people and psychology, and you employ means of making interactions positive and memorable.
"Crash" does not make people feel good about the experience, so ban it. Wipe it out and replace it with stuff that actually helps.
Maybe I'm the only one, but I don't think of these kinds of things...