Simple Isn't Always Easy: The Company-Customer Pact
It is important to understand all sides to a problem before casting judgment. All too often customer support becomes an US vs. THEM mentality that creates animosity and ill-will (not to mention creative, colourful language). I've always liked Get Satisfaction's approach, and after finding and reading their Company-Customer Pact, complete with beige 'paper' and obligatory flourishes, I like them even more. These are simple rules, but they remind us that simple isn't always easy.
Companies need to recognize that customers are individuals, not numbers. And customers need to remember that a company is made up of people, too (an easy thing to forget when you are in a blind rage). Transparency and respect builds trust.
In short:
Companies: Be human.
Customers: Be understanding.
The rest will just fall into place from there.
