Today, finding customer support is as simple as writing an e-mail or picking up phone. But, even though you're not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?

Offering stand-out service on Internet isn't as hard as it is rare. Take these simple steps towards old-style service in digital age:

* Give Each Customer a Personal Response * Be Clear, But Sincere * Offer Live Customer Support * Make Sure Your Support Reps Have All Answers

---------------------------------- GIVE EACH CUSTOMER A PERSONAL RESPONSE ----------------------------------

When a customer sits down to e-mail your company, it's because he needs help. He chooses e-mail because it's quick, but his request still warrants a satisfying and personal response!

Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change opening and closing to make message sound less robotic.

---------------------------------- BE CLEAR, BUT SINCERE ----------------------------------

When responding to customers' e-mail, be sincere and to point. Before sending a message, try turning tables. Ask yourself, "Would this answer satisfy *me* if I were customer?"

All well managed product development projects are split into multiple phases, each distinct and each with it's own goals. Generally you begin with a proof of concept, request for proposal, short analysis or things like this. You follow this short cycle with a longer analysis, then a design specification, and finally you implement program. This consists of actual coding of programs and might include documentation as well.

Now you've got a finished project, and what you are supposed to do next is a quality assurance step. Generally, you want to test and test and test until program (or application system) exactly meets design specification (which should be treated as a sacred document) and associated standards manuals. It is critical to note that testing is done against specification and standards manual and nothing else at this phase of project.

When and only when you complete this testing and product 100% does what it was designed to do, then you create what is called an alpha test. This consists of sending code to a select group of users who will pound on product. Their job is to ensure that product works in field under conditions outside of your lab.

Once your product has been tested by some alpha testers, you may want to take some time to correct any issues, then perhaps send it out to alpha testers again. You might repeat this step one or two times until number of bugs found is significantly reduced.