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Seven steps to remarkable customer service

Seven steps to remarkable customer service

Most small business owners and and sole proprietors do not have enough financing to be able to afford proper customer service. Therefore, the role of providing customer service often falls on the employees. The founders of software company, Fog Creek, fell into this category and were forced to provide customer service themselves. They go into great detail about how they learned to provide excellent customer service:

As a bootstrapped software company, Fog Creek couldn’t afford to hire customer service people for the first couple of years, so Michael and I did it ourselves. The time we spent helping customers took away from improving our software, but we learned a lot and now we have a much better customer service operation.


1. Fix everything two ways

Almost every tech support problem has two solutions. The superficial and immediate solution is just to solve the customer’s problem. But when you think a little harder you can usually find a deeper solution: a way to prevent this particular problem from ever happening again.

2. Suggest blowing out the dust
Microsoft’s Raymond Chen tells the story of a customer who complains that the keyboard isn’t working. Of course, it’s unplugged. If you try asking them if it’s plugged in, “they will get all insulted and say indignantly, ‘Of course it is! Do I look like an idiot?’ without actually checking.”

“Instead,” Chen suggests, “say ‘Okay, sometimes the connection gets a little dusty and the connection gets weak. Could you unplug the connector, blow into it to get the dust out, then plug it back in?’

3. Make customers into fans

4. Take the blame

5. Memorize awkward phrases

6. Practice puppetry

7. Greed will get you nowhere

8. (Bonus!) Give customer service people a career path
The last important lesson we learned here at Fog Creek is that you need very highly qualified people talking to customers.

Seven steps to remarkable customer service – [Joel on Software]

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Last Updated on October 18, 2018

50+ Best Motivational Quotes To Prepare You For Any Challenges In Life

50+ Best Motivational Quotes To Prepare You For Any Challenges In Life

Life is filled with highs and lows —happiness and struggles that will test your resilience and integrity, push you to overcome challenges and leave you with lessons that will make you even stronger on your way up.

It’s the way you feel and think about yourself, including your expectations and beliefs about what is possible to you, greatly determines everything that happens to you.

It all starts with your thoughts. When you change your thoughts, you transform the quality of your life. (Right, Nancy’s story is a typical example!)

Below is a list of the best motivational quotes to inspire you to start your day with a blast:

Quotes for self-assurance

1. Don’t downgrade your dream just to fit your reality, upgrade your conviction to match your destiny.

    2. You are braver than you believe, stronger than you seem and smarter than you think.

      3. You are confined only by the walls you build yourself.

        4. The man who has confidence in himself gains the confidence of others

          5. You attract what you are, not what you want. If you want great, then be great.

            6. It’s not who you are that holds you behind, it’s who you think your are not.

              Quotes about positivity

              7. Stop being afraid of what could go wrong and think of what could go right.

                8. You should never regret anything in life. If it’s good, it’s wonderful. If it’s bad, it is experience.

                  9. Falling down is an accident, staying down is a choice.

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                    10. If you have the power to make someone happy, do it. The world needs more of that.

                      11. Always believe that something wonderful is about to happen.

                        12. Don’t be afraid to give up the good and go for great.

                          13. Remember that life’s greatest lessons are usually learned from worst times and from the worst mistakes.

                            Quotes for work and success

                            14. Don’t talk, just act. Don’t say, just show. Don’t promise, just prove.

                              15. Never stop doing great just because someone doesn’t give you credit.

                                16. Discipline is doing what needs to be done, even if you don’t want to.

                                  17. Work while they sleep. Learn while they party. Save while they spend. Live like they dream.

                                    18. The key to success is to focus our conscious mind on things we desire, not things we fear.

                                      19. Never apologize for having high standards, people who really want to be in your life will rise to meet them.

                                        20. If it doesn’t challenge you, it won’t change you.

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                                          21. Never give up on a dream just because of the time it will take to accomplish it, time will pass anyway.

                                            22. Don’t fear failure. Fear being in the exact same place next year as you are today.

                                              23. A hill is just another opportunity to leave your competition behind.

                                                24. Don’t quit. You’re already in pain. You’re already hurt. Get a reward from it.

                                                  25. Hustle until you no longer need to introduce yourself.

                                                    26. You didn’t come this far only to come this far.

                                                      27. Be selective in your battles for sometimes peace is better than being right.

                                                        28 If we keep doing what we are doing, we’re going to keep getting what we’re getting.

                                                          29. You will never know your limits until you push yourself to them.

                                                            30. Do what you have to do until you can do what you want to do.

                                                              31. The man on top of the mountain didn’t fall there.

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                                                                32. If your dreams don’t scare you, they are not big enough.

                                                                  33. If you can’t handle stress, you won’t manage success.

                                                                    34. Don’t be pushed by your problems, be led by your dreams.

                                                                      35. Don’t mistake silence for weakness. Smart people don’t plan big moves out loud.

                                                                        36. Simplicity is the ultimate sophistication.

                                                                          37. Obsessed is the word the lazy use to describe dedicated.

                                                                            38. You become who you spend your time with.

                                                                              39. Be stubborn about your goals and flexible about your methods.

                                                                                40. Hard work beats talent when talent doesn’t work hard.

                                                                                  41. If you don’t build your dreams, someone else will hire you to build theirs.

                                                                                    42. Between stimulus and response is our greatest power –the freedom to choose.

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                                                                                      43. What comes easy won’t last, what lasts won’t come easy.

                                                                                        44. Don’t limit your challenges, challenge your limits.

                                                                                          45. Work until your idols become your rivals.

                                                                                            Quotes about money

                                                                                            46. Formal education will make you a living. Self-education will make you a fortune.

                                                                                              47. I create new enemies every day, it’s called business.

                                                                                                48. When you have a Million Dollar vision, don’t surround yourself with 1 cent minds.

                                                                                                  49. You can’t get rich thinking poor.

                                                                                                    50. Doing what is comfortable is rarely profitable.

                                                                                                      51. If you can count your money, work harder.

                                                                                                        If you find yourself feeling lost and frustrated, it’s never too late to change things up. Check out this guide:

                                                                                                        How to Start Over and Reboot Your Life When It Seems Too Late

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