Usually the guides I see  from people about customer service are hollow, theoretical and written by those that have never had to provide support to a non professional audience e.g those that aren't going to start questioning your intelligence, parentage or personal habits with vacuum cleaners. The contents of this post

Seven steps to remarkable customer service - Joel on Software

fits nicely with how I see customer service  as a career starter and not the dead end,  escape at all costs, that many companies seem to fit into the liability rather than asset category which thankfully is not the way over at Godaddy.

One: it’s crucial that tech support have access to the development team. This means that you can’t outsource tech support: they have to be right there at the same street address as the developers, with a way to get things fixed. Many software companies still think that it’s “economical” to run tech support in Bangalore or the Philippines, or to outsource it to another company altogether. Yes, the cost of a single incident might be $10 instead of $50, but you’re going to have to pay $10 again and again.

I'm lucky that the dev staff, the testers,  cs reps and their support staff  are all within easy reach of me here ,there's no place to hide

That's as is should be.

As to remote support   the only reason it's an issue is that  the perception of it is  negative. My credit card support sucks not because of the intelligence, accent or location of the rep but the incredibly poor phone connection makes it horrendous experience.Plus doubts over the data protection/privacy laws of many of the host countries seem to suggest that the only people that win are the shareholders and not the customers, ironic given the customer support title


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