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Here's a link to the fairy story in question: http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/articles/customerservic
by jasonkester 16y ago
Here's a link to the fairy story in question:
http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/articles/customerservice.html
- pitdesi 16y agoThanks for the posting the link. Fog Creek is fanatical about customer service and it shows in their chargeback rate. As alluded to, 0% is entirely possible, and it comes from being fanatical about offering refunds. We actually can back that up - Fog Creek is a FeeFighters customer!
- SwellJoe 16y agoThis is not a customer support issue. It's a fraud management issue. No amount of fanatical customer support can stop people from using stolen credit cards to order your software. It is a digital good, delivered instantly over the Internet. Most people, when noticing their card has been stolen, will simply request chargebacks of every unrecognized item on their bill. The vendor never hears about it, and has no idea it has happened, until after the chargeback has taken place.