2007-Feb-19 Seven steps to remarkable customer service

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Original article: http://joelonsoftware.com/articles/customerservice.html

"Now I was fuming. Squiggly lines were coming up out of my head. I was a half hour late to work and had to go to the locksmith for a third time. I was tempted just to give up on him. But I decided to give this loser one more chance."

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