Joel Spolsky of “Joel on Software” has a terrific new article up on “Seven Steps to Remarkable Customer Service,” with excellent practical advice on how to provide effective service and support to your customers.
Though Joel’s focus is understandably software-oriented, all seven (well, eight) points can be generalized out to pretty much every other kind of business. At the heart of every single step is the idea of hospitality — that finding ways to demonstrate your concern for your customers, fulfilling their emotional as well as material needs, is the key to gaining their lifelong appreciation. And he shows how good customer service also makes good business sense, sharing details from his company Fog Creek’s financials to show how a strong service ethic has benefited their bottom line. Music to our ears.
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