{"id":1415,"date":"2007-02-19T17:53:38","date_gmt":"2007-02-19T21:53:38","guid":{"rendered":"http:\/\/mjtsai.com\/blog\/2007\/02\/19\/seven-steps-to-remarkable-customer-service\/"},"modified":"2007-02-19T17:55:48","modified_gmt":"2007-02-19T21:55:48","slug":"seven-steps-to-remarkable-customer-service","status":"publish","type":"post","link":"https:\/\/mjtsai.com\/blog\/2007\/02\/19\/seven-steps-to-remarkable-customer-service\/","title":{"rendered":"Seven Steps to Remarkable Customer Service"},"content":{"rendered":"<p>\r\n<a href=\"http:\/\/www.joelonsoftware.com\/articles\/customerservice.html\">Joel Spolsky<\/a>:\r\n<\/p>\r\n<blockquote cite=\"http:\/\/www.joelonsoftware.com\/articles\/customerservice.html\">\r\n<p>\r\nThe second implication of fixing everything two ways is that eventually, all the common and simple problems are solved, and what you&rsquo;re left with is very weird uncommon problems. That&rsquo;s fine, because there are far fewer of them, and you&rsquo;re saving a fortune not doing any rote tech support, but the downside is that there&rsquo;s no rote tech support left: only serious debugging and problem solving. You can&rsquo;t just teach new support people ten common solutions: you have to teach them to debug.\r\n<\/p>\r\n<\/blockquote>","protected":false},"excerpt":{"rendered":"<p>Joel Spolsky: The second implication of fixing everything two ways is that eventually, all the common and simple problems are solved, and what you&rsquo;re left with is very weird uncommon problems. That&rsquo;s fine, because there are far fewer of them, and you&rsquo;re saving a fortune not doing any rote tech support, but the downside is [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"apple_news_api_created_at":"","apple_news_api_id":"","apple_news_api_modified_at":"","apple_news_api_revision":"","apple_news_api_share_url":"","apple_news_coverimage":0,"apple_news_coverimage_caption":"","apple_news_is_hidden":false,"apple_news_is_paid":false,"apple_news_is_preview":false,"apple_news_is_sponsored":false,"apple_news_maturity_rating":"","apple_news_metadata":"\"\"","apple_news_pullquote":"","apple_news_pullquote_position":"","apple_news_slug":"","apple_news_sections":"\"\"","apple_news_suppress_video_url":false,"apple_news_use_image_component":false,"footnotes":""},"categories":[2],"tags":[],"class_list":["post-1415","post","type-post","status-publish","format-standard","hentry","category-technology"],"apple_news_notices":[],"_links":{"self":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts\/1415","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/comments?post=1415"}],"version-history":[{"count":0,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts\/1415\/revisions"}],"wp:attachment":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/media?parent=1415"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/categories?post=1415"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/tags?post=1415"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}