Great MSN article on the ways some companies "dis-incentivize" their problem customers.
Many banks and brokerage firms have established special, faster phone lines for their wealthier clients. Some go even further: They figure out which customers cost them money -- regardless of their total account balances -- and shunt them to the back of the line. Fidelity Investments took this approach several years ago to customers who were tying up their phone representatives, including one client who called thousands of times a year. Fidelity then focused on teaching these folks how to use the company’s Web site and automated phone systems.
I can think of one or ten iNetNow customers I would have liked to "dis-incentivize".