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Rework

November 8, 2010

The book by the boys who brought us “Basecamp” project management software rocks! In addition to a mention of one of my favorite bands, the book is cool chewy chunks of different.

One brief chapter just nails the essence of customer support:

Your call is very important to us. We appreciate your patience. The average hold time right now is sixteen minutes. Give me a ——- break. Getting back to people quickly is probably the most important thing you can do when it comes to customer service.”

That’s it.  Simple right?

Rework also rips into corporate-speak non-apologies for also letting down customers:

“We apologize for any inconvenience this may have caused.”

What crap that is too. Authors Jason Fried and David Heinemeier Hansson encourage readers who serve customers to simply say “I’m sorry” when they screw up, in a straightforward and personal way. Simple.

So why don’t we do it?

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