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!

This entry was posted on Monday, March 31st, 2008 at 2:57 pm and is filed under Leadership. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.