Remarkable Customer Support

It's funny that today, I've read two articles on customer service that 100% contradict each other. I don't know what's more remarkable that I ended up reading two articles on customer satisfaction when I wasn't looking for that at all or that they contradict each other. Both are excellent reads and I hope I will put into practice some lessons from each of them.

Alexander Kjerulf's "Top 5 reasons why "The Customer is Always Right" is Wrong" and

Joel on Software's "Seven steps to remarkable customer support".

Both make good points and give good examples. I think the right answer is somewhere between the two - or maybe a combination of the two. If I had to choose, I would favor Joel's steps.


Just what I needed, two more blogs to subscribe to...