Customer Service by Joel on Software

In: Leadership

31 Mar 2008

Joel on Software lays out his company’s recipe for customer service that parallels our own Zing approach. How very uplifting to read about other IT groups focusing on the user!

#2 is hilarious yet practical, giving customers a graceful exit out of a user-error problem.

Of all his steps, this one really caught my eye:
#8 Give customer service people a career path

Here at Fog Creek, customer support is just the first year of a three-year management training program that includes a master’s degree in technology management at Columbia University.

Now that’s commitment to customer service!

1 Response to Customer Service by Joel on Software

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Susan

April 10th, 2008 at 4:42 pm

I love step #2! It is a very gracious way to get folks to double-check something at their end without embarassment! :)

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