"You Want to do What?" Breaking the Rules to Increase Customer Satisfaction
Mike Prior · 2011
Customer satisfaction. Every customer support organization strives to increase and maintain a higher level of customer satisfaction. This is a story of how one software organization attempted to increase customer satisfaction by increasing predictability and response times to reported defects. Along the way they were able to establish trust with the customer support organization by implementing a process that seemed counterintuitive to its stakeholders.