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Support Does Not Scale. Customer Service Does.

Patrick McKenzie posted a fabulous article on how customer service scales. It is an excellent article to help small business owners think about how small things are important in customer service communications.

On a slightly unrelated note, it is a big mistake for most companies to outsource customer service. Customer facing processes, particularly customer service, are sources of business intelligence on customers’ needs and frustrations. Great pause must be taken when considering outsourcing or ignoring vital customer processes.

About Frank Rietta

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Frank Rietta is specialized in working with startups, new Internet businesses, and in developing with the Ruby on Rails platform to build scalable businesses. He is a computer scientist with a Masters in Information Security from the College of Computing at the Georgia Institute of Technology. He teaches about security topics and is a contributor to the security chapter of the 7th edition of the "Fundamentals of Database Systems" textbook published by Addison-Wesley.