On great customer service

[nancylebov]

http://www.joelonsoftware.com/articles/customerservice.html

It's nice to read about someone taking their work seriously, including somewhat about why and how customer service should be integrated with the rest of the company instead of being an outsourced and/or dead end job.

I haven't been updating, partly because I'm borrowing Heather's computer and I'm not keeping up with reading let alone posting (work on my computer has been delayed because a basement leak has been getting priority), and partly because I haven't been running into links I was enthusiastic about.

Comments

[enegim.livejournal.com]

Yes, that's a nice piece. Thanks for linking.

And he's right about Lands' End. Even though the misplaced apostrophe bugs me every time, I love them. My own story of their customer service is less dramatic, but still: Years ago, I loved one of their sweaters and wore it all the time. It developed a hole. I called customer service and said that I'd lost the little bit of extra yarn that came with it; could they possibly tell me where to buy some that would match the sweater? They said, "Just send the sweater back, and we'll replace it." I pointed out that the sweater was more than a year old, and they said no problem. (I ended up keeping the sweater, because they weren't making it in that color any more.)

[wouldyoueva.livejournal.com]

Well, that link made up for the deficit. Welcome back.

I suspect there's going to be a pointer to that page on the tech writing lists I'm on. We have a lot of discussions about solving problems for the customers before they become problems.