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MORE JOEL ON SOFTWARE: Further Thoughts on Diverse and Occasionally Related Matters That Will Prove of Interest to Software Developers, Designers, and Managers, and to Those Who, Whether by Good Fortune or Ill Luck, Work with Them in Some Capacity by Joel Spolsky

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thirty-twoSEVEN STEPS TO REMARKABLECUSTOMER SERVICE

MONDAY, FEBRUARY 19, 2007

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.

1. 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 ...

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