Joel Spolsky’s most recent essay is called “Seven steps to remarkable customer service“. Here are the main topics:
- Fix everything two ways
- Suggest blowing out the dust
- Make customers into fans
- Take the blame
- Memorize awkward phrases
- Practice puppetry
- Greed will get you nowhere
This makes so much sense, I can’t believe why so few companies do it, and insist on treating costumers as “the enemy”.
If you are in Portugal, you sure know what I’m talking about. It defies logic.