My favorite thing about this is Jason Fried's response to a troll in the comments.
Troll - "Disappointment"
Jason - "Good morning to you as well."
I've been studying his responses to customer feedback, both positive and negative, for a while now and have learned a lot. Just read his tweets for a lesson in great customer service.
There was more to the negative comment. The very next sentence was this: If it’s not native on iOS, it’s not worth using. There was nothing constructive about his comment.
I also don't think customer service should be synonymous with ass kissing. I appreciate knowing there's a person with a personality responding to my inquiry instead of repeating canned phrases. You can be polite to a rude customer without giving a phony 'sorry' or 'thank you'.
Troll - "Disappointment"
Jason - "Good morning to you as well."
I've been studying his responses to customer feedback, both positive and negative, for a while now and have learned a lot. Just read his tweets for a lesson in great customer service.