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The difference good customer service makes

Just before Christmas I purchased a rather expensive Sony digital camera and had a problem with it as it stops recording video after 10 minutes. At first I thought this must be a fault but looking at the technical support site it appears to be a "feature" which was odd because I always research thoroughly...

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-26-2008
What are we here for?

This is not a theological question but a question of what is the role of Technical Support in a software company. The answer I guess depends on what you are providing technical support for and who your employers are but for me Technical Support isn't just about logging someones technical problem and...

Posted to Dave Mellors (Weblog) by Dave Mellors on 05-29-2007
Technical support and customer service

I have been working in the IT industry for more than 15 years and Red Gate Software is the first company to offer me customer service training and I think that says quite a bit about the company. Today I attended the customer service training course, which all of our technical support team (including...

Posted to Dave Mellors (Weblog) by Dave Mellors on 05-24-2007

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