Customer Support Professional Blog

Be reactive
Respond promptly. Even if you simply confirm to the customer that you have reproduced his problem he feels that his issue is being taken care of and not waiting in a dusty pile of other issues. Moreover fast response means you as a support person can get more useful information in less time while […]

Customer service is not about metrics, it is about customers.
– Chuck Dennis

There’s a common wisdom that you can’t improve what you can’t measure. This is mostly correct. However you should be careful not to get into trap of measuring and not to let benchmarks replace real things.
When you start measuring your performance in some […]

This post is inspired by topics on CSM forum and JoS The Business of Software forum.
We often see or hear this 24 hours a day 7 days a week thing when customer support service availability time is advertised. It sounds really cool. It means you as a customer can apply for support at any time […]