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Tag Archives: software design

I’m more likely to forgive the error if you let me know what’s going on

Intuit gives us a great example of good customer service during a bad moment. They have a simple form that lets people request an update when their service comes back online — so they don’t need to keep checking back in frustration. What simple thing can you do to relieve a moment of tension?

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Be polite, even when the customer drops you

Just because I’m not doing business with you today doesn’t mean I won’t be back tomorrow. How you end the relationship with a customer makes a big difference on whether they’ll be back — and what they’ll tell their friends. Bad example: Most gyms will fight you when you try to cancel, including penalties, fines, […]

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