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Long Flights, Webinars, and Skewed Service Expectations 🤵

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Hey 👋 Not to brag, but the past few weeks have been pretty incredible for us all on the HelpDocs team
 
December 21 · Issue #31 · View online
HelpDocs
Hey 👋
Not to brag, but the past few weeks have been pretty incredible for us all on the HelpDocs team. 😁
At the beginning of December we got together in Panama for our 2nd (my 1st) company retreat. It was a great experience, but a super long journey! I’d already come to terms with being a terrible customer (read about it here), but my first stay in an upper-upscale hotel totally threw my sense of service expectations. I wrote about my experience in this blog post. 🙈
While we were there, I also took part in my first webinar. It was strange and I was way more nervous than I thought I’d be. It was a great opportunity to explore the idea that not everyone needs a fully featured knowledge base for self-service. I know! I shouldn’t say that. But you can read about it here. 🙊
Of course, no journey is complete without a return trip and it’s fair to say it felt eventful. It’s strange how, in the moment, the smallest things can become big deals for customers. Something as simple as not being able to check-in to a flight becomes a world-ending scenario—and an opportunity for service to shine. I wrote about that experience here. 😄
As usual, I’ve included a few choice articles and links to all our recent posts below. 🙂
Finally, all of us on the HelpDocs team wish you a wonderful holiday break. We look forward to seeing you bright-eyed and bushy-tailed in the New Year. 🎉
See you soon 👀
Matt 

📖 From the Blog
My Ever Changing Expectations of Service Levels
The Truth Is You Might Not Need a Knowledge Base
Filtering my Negativity as a Crappy Customer
🗞 What we've been reading
What Customers Want And Expect
Satisfaction isn't sufficient: Why businesses should focus on customer appreciation - SmartCompany
Listen to Your Customers: Turn to Data to Discover Their Truth
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