Charles Pillsbury III

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Havening customer service issues

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No, you can’t always hire exceptional people for these jobs. No, you can’t always invest enough time to train them sufficiently. But yes, you can make, “pretending you care,” a barely acceptable alternative.

[From Seth's Blog: Pretending that you care]

Great bit of “business theory” for people in customer service positions there. CS and Help Desk are both largely thankless positions which occasionally attract a realm of semi-competence and bitter snarkiness. I like the somewhat zen plan of accepting the issues with those positions, and just getting people to at least pretend that they care about the job/customer/product… a sort of fake-it-till-you-make-it for customer interaction.

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May 18th, 2008 at 10:41 pm

Posted in Blog Entry, Misc

One Response to 'Havening customer service issues'

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  1. As someone who grew up in a country where customer service was non-existent (Israel, though it’s slowly getting better over there), I can assure you that fake CS is better than no CS. ;)

    Vered

    28 May 08 at 12:16 pm

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