In the Software business at IBM, some customers would expect Support to handle every issue they had, especially when they were paying for a support contract. Sometimes, the customer’s support request went beyond normal ‘Defect’ or ‘How To’ support. Customers wanted the product to have features that were not available in the product or needed training to use the product effectively.

Customers hate waiting for your service department to pick up the phone or respond to an email. In today’s web world, getting back to people quickly is THE most important thing your company can do to ensure good high levels of customer service. Be there! Respond! Read the 5 new techniques being used by the trend setters.

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