A couple of weeks ago I published a white paper called 'Informing the informed buyer: the logiq of online sales success' at snipped. This has a particular slant on helping customers find what they are looking for.
A couple of other articles I found useful are:
James Maguire's 'Experts speak out on boosting sales conversion' Part 1 at snipped and part 2 at snipped
Kent Allen's Creating Value by empowering the self-serviced customer at snipped (this may have required registration)
Hope this helps.
[edited by: DaveAtIFG at 3:43 pm (utc) on July 15, 2004] [edit reason] No URLs please [/edit]
I'm not if this will help, but you can take a free online courses for ecustomer service. Search google for "free online courses". Look on the left of your screen for a sponsored listing that looks like: 800+ High-Quality Online Courses Sign Up and Start Learning Today.