Support Desk Basics: Only Customers Can Close Tickets

,

Every once in a while I file a support issue with some service I use. The customer service rep confidently replies with an answer. The last one, at a place I won’t name, suggested that I clear my browser cache. Of course, I had done that, multiple times on multiple browsers. That’s fine though. That […]

Are you my friend? Social norms versus market norms

,

We are motivated to do good, even great, things for friendship (social norms) and we expect to pay for commercial goods (market norms), but when we mix these, bad things happen in our social lives and for companies that get this wrong.

Don’t Blink (Does Logic Betray Us?)

,

If you have to make a snap decision to save your life, that’s one thing, but the hoopla around Malcom Gladwell’s book Blink got me thinking of the times when I’ve been told that you can’t always trust logic. Well, never trust someone who tells you that.

The Most Important Email Address on Your Website

,

It seems that every corporate website has some place to handle problems and complaints. But shouldn’t you have a place to handle happy customers? The unhappy customer may be unrecoverable, but you want a long-term relationship with happy customers.

Microsoft Word Index Entries Out of Order

,

If you’re Word 2000 index is out of alphabetical order, the culprit could be a semicolon in my the text of an index entry. If you do that, it throws a wrench in the works.