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. Here are seven things we learned about providing remarkable customer service. I’m using the word remarkable literally—the goal is to provide customer service so good that people remark.
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort"
Herm Albright
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