For comfortable customer service

What my mechanic taught me about customer service

I got my first car when I was about 19. It was a 1983~ Ford Laser hatch. It had burnt orange paint and purple tinted windows, a choke that required a peg to hold it in place and a sports steering while that was comically out of place in that…

Not so great expectations for email support

In short: Your customers have spent their lives dealing with customer service which has probably been very poor. That changes the way they interpret all your communication and that has repercussions for the way you write. When you work in an empathetic, competent and successful support team it's easy to…

Answer, Anticipate, Elaborate

Adam Levine (or was it that Lost guy) was onto a good thing with his moves like Jagger. Mick knows that getting what you want is not the same as getting what you need, and great service means going beyond giving people what they ask for. You can’t always…

Technically correct, the worst kind of correct

This is an article I posted previously on my personal blog, but that really should live here. A while back my wife returned to a local kitchen goods store, toddler and pre-schooler in tow. She wanted to ask about repairs on a Thermos bottle which had a broken lid (the…

Planning customer service during a major outage

Dave and Ben (our directors at Campaign Monitor) often used to go on holidays together. This time, the worst time, they were off surfing from a boat in the ocean somewhere near Indonesia. That's why we couldn't contact them when we found out one day in 2009 that hackers were…

Marketing tricks make customer service harder

In short: Obtaining customers through dubious or outright deceptive behaviour can be measurably effective in the short term, but has consequences for the customer service team and your customer relationships. In Australia it is compulsory to hold third party insurance on all registered vehicles, hence the name Compulsory Third Party…