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@LieDharma - listening and getting to "yes" are two increasingly important qualities in human interactions, not just customer service. Imagine what we could do if we did not have to escalate issues.

@Jocelyn - big kudos on your new site and service. What I have seen so far looks engaging and friendly. The issue of scalability is quite common, as is getting used to what may have worked in the past. Keep up the good work and keep remembering who you are and what you are accomplishing with your customers.

Great post. We are in an 'entrepreneurial environment' and have done our best to listen to feedback and not take it personally. Having been on the front lines (since our team is small) it is easy for us to make decisions and resolve problems for an unsatisfied customer. As we grow, we want to make sure that our consumer service team has the power to make decisions and that they listen. We will also continue to answer calls and emails from our customers. We've actually made a few new friends that way!

Thanks Valeria for spotting this points excellently to me who isn't quite often involved with CS roles.

When I tried to fix my notebook, it took almost 2 weeks (you know what notebook for us). I decided to pick the notebook myself, when asking about "why it took so long", the front desk (customer service) tried to explain their company policy, about lead time, blah blah... which I was not persuaded at all, who care about their company policy. I been holding my life on my neck since 2 weeks ago. She didn't even bother to hear me.

A few days later, I sent an e-mail to the CEO, I said I didn't expect to get explanation about his policy. I needed a solution for my notebook. I would be happy just if I was offered a solution (and a little apology word probably).

Valeria, I hope customer service would learn to be actively listening and offering solution to a customer.

Again, congratulation! excellent post!

Thanks,
Lie

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