Rework jason fried

Speed changes everything 
 
"Your call is very important to us. We appreciate your patience. The average hold 
time right now is sixteen minutes." Give me a fucking break. 
 
Getting back to people quickly is probably the most important thing you can do 
when it comes to customer service. It's amazing how much that can defuse a bad situation 
and turn it into a good one. 
 
Have you ever sent an e-mail and it took days or weeks for the company to get 
back to you? How did it make you feel? These days, that's what people have come to 
expect. They're used to being put on hold. They're used to platitudes about "caring" that 
aren't backed up. 
 
That's why so many support queries start off with an antagonistic tone. Some 
people may even make threats or call you names. Don't take it personally. They think 

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that's the only way to be heard. They're only trying to be a squeaky wheel in hopes it'll 
get them a little grease. 
 
Once you answer quickly, they shift 180 degrees. They light up. They become 
extra polite. Often they thank you profusely. 
 
It's especially true if you offer a personal response. Customers are so used to 
canned answers, you can really differentiate yourself by answering thoughtfully and 
showing that you're listening. And even if you don't have a perfect answer, say 
something. "Let me do some research and get back to you" can work wonders.