Seven steps to remarkable customer service

In-depth article that covers seven important steps for customer service
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Conversation: Customer Support in a Web 2.0 World

There is a new dynamic change taking place in support. Customer service is becoming very public. The world now hears the details when a consumer has a poor customer support experience as it is bantered about on blogs, parodied in YouTube videos, and finally picked up by the mainstream media.
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Wiki This- A Model for Customer Support Using Blogs and Wikis

Blogs and message boards both suffer from the same problem- they are great for presenting emerging information, but poor at organizing it for future reference.
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