It’s ALL Customer Service: You’re a User, Baby

This is the second in a series of posts about customer service, which began with It’s ALL customer service: an ounce of prevention.

Remember when “user” meant someone on drugs, or a person who manipulated others for their own gain?  Yes, I’m talking about the 1980’s.

Back then I attended my first software user group.  During the introductions I said, “I’m not sure I like being called a user.”   (No one laughed then, either.)

At the time I managed a customer service department, and the idea of a user group mystified me.   That first meeting was hosted by the developers, who explained we should look to each other to solve problems, not them.

That model makes sense to me now that technology is infinitely more complicated.   But where should the line be drawn?