Advertising
Advertising

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]

Advertising

More by this author

The daily routine of 17 CEOs Productivity Boost: How to start your day at 5:00 AM Search social media content Four ways to automatically backup your hard drive 10 Unconventional Diet Tips: How to lose 50 pounds in three months

Trending in Communication

1 Adapting to Change: Why It Matters and How to Do It 2 Why It’s Never Too Late To Redefine Yourself 3 Feeling Like It Might Be Too Late To Pursue Your Dreams? Think Again 4 How SMART Goal Setting Makes Lasting Changes in Your Life 5 10 Things Happy People Do Differently

Read Next

Advertising
Advertising
Advertising

Last Updated on February 18, 2019

Why It’s Never Too Late To Redefine Yourself

Why It’s Never Too Late To Redefine Yourself

The ability to reinvent and redefine yourself is a bold, daring and purposeful choice. It doesn’t just happen. You have to make a conscious, intentional choice and then follow through.

If the thought of forging a new path, changing habits, thought patterns and your inner circle of friends scares you – you’re not alone. Change can be a very scary thing. It takes courage, fortitude and a bit of faith to decide to shed your old self and don a new persona. However, it is one of the most critical processes one must repeatedly endure in the pursuit of destiny. Change unlocks new levels of potential.

The Need for Change

Everyday when we wake up, we make a decision. We decide to follow our routine or we decide to go off script and shake things up a bit. For those who are creatures of habit, routine is comfortable, easy and produces very little stress. The problem with this is, after a while you stop growing.

Advertising

We all reinvent ourselves at some point in our lives. It is absolutely necessary to achieve certain levels of success.

Reflect back on who you were as a teenager and then who you were at 25. Those are two very different people. Most of us are completely different. Your thought patterns changed, your appearance, job, level of education and even your friends– changed. We like to refer to this as “growing up” or maturing and consider it to be one of life’s natural progressions. However the changes you made were purposeful and deliberate.

This process must be a lifelong and continuous cycle. You are never too old to refresh yourself.

Advertising

Happy_old_man

    Signs It’s Time to Redefine

    “Just as established products and brands need updating to stay alive and vibrant, you periodically need to refresh or reinvent yourself.”– Mireille Guiliano

    So how do you know when it’s time for a system upgrade? There are signs along the way that alert you that it is time for an overhaul. The first sign is the feeling of being stuck. If you feel like you are in a rut, you’re bored with life or you need some newness and excitement, a self reinvention may be in order. Re-evaluate your life vision and your goals. Is that vision still valid and are your goals consistent with your vision and–are they achievable? If you are off course, it’s time for a change. If you are not moving forward and making progress, it’s time for a change.

    Advertising

    In life, there’s no such thing as neutrality–you’re either moving forward or you are moving backward. Time constantly moves forward and if you are standing still, you are actually losing ground. No matter your age or stage in life– there is always room for improvement.

    “You’re never too old to set another goal or dream a new dream.” ~C. S. Lewis

    The second sign that you are due for a change is the occurrence of major life events in which change is forced upon you. Getting married, starting a new job, being promoted, ending a relationship, becoming a parenting or relocating are all prime opportunities to completely overhaul your life.

    Advertising

    When these major shifts occur in your life–you have to shift with them. You can’t have a single mentality and have a successful marriage. You can’t remain selfish and irresponsible, and raise a healthy, well-adjusted child. You can’t be promoted to a supervisory position and keep the same subordinate attitude. Each level of success requires something different from you.

    Aronld in Predator

      Consider, for a moment, Arnold Schwarzenegger. People may have different opinions about his character and some of his life choices, but he is a master at reinventing himself. He achieved the ultimate success as a professional body builder by earning the title “Mr. Universe” three times. He then earned a tremendous amount of fame and fortune in the entertainment industry making action/adventure films. And in his latest role, he served two terms as the Governor of California. He succeeded as a professional body builder, a film star and a politician. Each role required massive amounts of change, commitment, strength and hard work.

      And if Arnold can do it…so can you!

      Featured photo credit: BK via flickr.com

      Read Next