Mathiew Cornell CIS 12/11/09

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. Sometimes that means adding more intelligence to the software or the SETUP program.

Suggest blowing out the dust Okay, sometimes the part gets a little dusty and the part gets weak. Many requests for a customer to check something can be phrased this way. Instead of telling them to check a setting, tell them to change the setting and then change it back.

Make customers into fans It has to do with expectations. Most people’s experience with tech support and customer service comes from airlines, telephone companies, cable companies, and ISPs, all of whom provide generally awful customer service. It’s so bad you don’t even bother calling any more, do you? So when someone calls Fog Creek, and immediately gets through to a human, with no voice mail or phone menus, and that person turns out to be nice and friendly and actually solves their problem.

Take the blame I couldn’t believe how much the three words “it’s my fault” had completely changed my emotions in a matter of seconds.

Memorize awkward phrases It’s completely natural to have trouble saying “It’s my fault.” That’s human. But those three words are going to make your angry customers much happier. So you’re going to have to say them. And you’re going to have to sound like you mean it.

Practice puppetry You’re just a puppeteer. You’re not a party to the argument. When the customer says, “what the hell is wrong with you people,” they’re just playing a role (in this case, they’re quoting Tom Smykowski in the movie Office Space). You, too, get to play a role. “I’m sorry. It’s my fault.” Figure out what to make the puppet do that will make them happy and stop taking it so dang personally.

Greed will get you nowhere If we were tougher about offering refunds, the only thing we would possibly have done is pissed a few customers off, customers who would have ranted and whined on their blogs.

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.

REFERANCES fans jpg fans jpg nzoYFuQU/SXVLKyrBcII/AAAAAAAAE64/pXpHe7sagMI/ s400/gwen-landolt-apology.jpg nzoYFuQU/SXVLKyrBcII/AAAAAAAAE64/pXpHe7sagMI/ s400/gwen-landolt-apology.jpg puppettest1168.jpg puppettest1168.jpg content/uploads/2009/03/refund_run.jpg content/uploads/2009/03/refund_run.jpg drive.jpg drive.jpg