Originally Posted by **********.com
In my opinion, even suggestions placed in your suggestions box should be treated as customer service issues because the customer wants and needs a feature that you do not offer in the way they would like it to be offered.
Take the time to talk personally with each customer that has anything to say, whether to thank them for the compliment, let them know that their suggestion is being implemented and give them an estimated date of completion, let them know that you understand why they would like the suggestion implemented but explain why that route is not feasible at the time and then work closely with them to find a satisfactory resolution in the meantime, or even to redirect them to a feature that is already implemented that they just didn't understand.
In my opinion, nothing is considered going too far for the customer, even though sometimes it is required to find a compromised solution.
This is very true.
This is why we actually have our feedback section in our support ticket system. Great personal support always turns out to make or break a customer. With so many hosts out there you have to provide good support and reliable service. However, I think the issue people often talk about (certianly anyone who has been in the business a long time), is that one bad customer. the one who signs up simply to harass and try to get free service through harassment. I haven't met one host who hasn't had at least one of these customers.
I don't think 'too far' is in regards to a customer request or having to be patience to help the customer understand. All the time in the world should be invested into customers who require patience or extensive explaining as they will often be loyal.
Anyone else have input?