Devoted to customer service and the principles of exceptional customer services

Maria,

It sure does. Rackspace is one of the biggest web hosting companies out there and their main claim to fame is customer service.

Different types of products/sites (i. e. YouTube) don't use customer service nearly as much as a traditional web hosting company.

Hi Douglas,

I have not heard of Rackspace until yesterday. I'll have to check them out.

As for me, I use Yahoo Webhosting for my websites and haven't had any problems - except for the occasional long wait times to talk to someone.

You are mis-quoting me :) I don't believe it's enough to understand the importance of customer service. I think effective customer service can only be delivered with reps who have appropriate expertise.

Hi Maria. :)

I stumbled upon this nice little article via a Google Alert in my mailbox this morning.

I work for Lunarpages Web Hosting, and we're basically known in the industry for two things: 1) reliable hosting since 1998 (ie we're not going anywhere) and 2) outstanding, 24/7 customer service.

I think what makes the difference was pointed out in some of the comments on that article -- there's a huuuuge difference between just picking up a phone, saying "hey what's up?" as fast as possible, and then doing the same thing to all your customers and in actually *talking* to your customers and *helping* them, having knowledgable tech support, and people who genuinely care. A lot of hosts just don't "get" that they need to put forth the effort in order to keep their customers and maintain a great hosting atmosphere. For me and Lunarpages, we've been doing that for years and are still finding constant ways to improve. :) Which is a great feeling, because customers are the ones that matter most in this business -- what the heck would I be doing without them?

Interesting thoughts in that article though. :) Good read!

Familiar faces here! Tiara from Lunarpages and Isabel Wang. Isabel is right - unqualified CSRs cannot deliver good customer service. You do need aptitude, as well as attitude to be a top notch CSR.

Maria, Rackspace is definitely a company worth looking into. I did an interview with an executive from there on my blog.