A couple of weeks ago, I stumbled across this article (don't know where) by everyone's favourite blogger, Joel Spolsky. Despite continuous self-references (let's be fair, blogging is all about narcissism half of the time), it's a pretty good article outlining seven steps to build a good customer service within your business, applicable to every field you may operate into, including software development, of course. It shows that, a little break to consider things before you react, may help you building a good relationship with your troubled consumers, with all the benefits this poses.
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How to achieve good customer service 
