{"id":484,"date":"2017-04-19T09:18:40","date_gmt":"2017-04-19T13:18:40","guid":{"rendered":"http:\/\/blog.mozilla.org\/nfroyd\/?p=484"},"modified":"2017-04-19T09:18:40","modified_gmt":"2017-04-19T13:18:40","slug":"on-customer-service-or-how-to-treat-bug-reports","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/nfroyd\/2017\/04\/19\/on-customer-service-or-how-to-treat-bug-reports\/","title":{"rendered":"on customer service; or, how to treat bug reports"},"content":{"rendered":"<p>From <a href=\"https:\/\/mondaynote.com\/united-broken-culture-6b35267c8a10\">United: Broken Culture<\/a>, by Jean-Louis Gass\u00e9e, writing on his time as the head of Apple France:<\/p>\n<blockquote><p>Over time, a customer service theorem emerged. When a customer brings a complaint, there are two tokens on the table: <em>It\u2019s Nothing<\/em> and <em>It\u2019s Awful<\/em>. Both tokens are always played, so whoever chooses first forces the other to grab the token that\u2019s left. For example: Customer claims something\u2019s wrong. I try to play down the damage: <em>It\u2019s Probably Nothing\u2026are you sure you know what you\u2019re doing?<\/em> Customer, enraged at my lack of judgment and empathy, ups the ante: <em>How are you boors still in business??<\/em><\/p>\n<p>But if I take the other token first and commiserate with Customer\u2019s complaint: <em>This Is Awful! How could we have done something like this?<\/em> Dear Customer is left with no choice, compelled to say <em>Oh, it isn\u2019t so bad\u2026certainly not the end of the world..<\/em><\/p>\n<p>It\u2019s simple, it works\u2026even in marriages, I\u2019m told.<\/p>\n<p>There\u2019s no downside to taking the <em>It\u2019s Awful<\/em> position. If, on further and calm investigation, the customer is revealed to be seriously wrong, you can always move to the playbook\u2019s <em>Upon Further Review<\/em> page.<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>From United: Broken Culture, by Jean-Louis Gass\u00e9e, writing on his time as the head of Apple France: Over time, a customer service theorem emerged. When a customer brings a complaint, there are two tokens on the table: It\u2019s Nothing and It\u2019s Awful. Both tokens are always played, so whoever chooses first forces the other to [&hellip;]<\/p>\n","protected":false},"author":320,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/posts\/484"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/users\/320"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/comments?post=484"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/posts\/484\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/media?parent=484"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/categories?post=484"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/nfroyd\/wp-json\/wp\/v2\/tags?post=484"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}