Be Your Customer's Hero

CHAPTER 29

Five Reasons Customer Documentation Matters

Do you want to know one of the essential signs that a company has a Hero-Class customer service culture? Customer documentation. Yes, I said documentation.

Now let’s just get this out in the open from the start: Documentation is boring, and there’s nothing I can say to make it more exciting. What I can do, however, is tell you how important good documentation is and how crucial it is to being a great teammate, making your customers’ lives less complicated, and making your job easier.

Documentation is one of the secret ingredients of a customer- centric organization, and it’s one that few people talk about. If I speak with an owner or manager and want to know how serious she is about creating ...