How to respond when a customer submits a bug report

14Mar08

1.) “Thanks for taking the time to report this problem” (even if you already knew about it)

2.) “We’ll look into the issue and will give you a status update within two days” (so they know when to expect a response)

3.) “A few other customers told us about the problem, but it’s helpful to know you were affected too” (so they can see they’re not alone)



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