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When someone complains, it naturally arouses our instinct to defend ourselves, and avoid blame for negative situations. But it doesn’t have to be this way.

In this episode, Kate reflects on her career—both as a user of and support member for knowledge base software—to share the criterion you should consider as you choose the right knowledge base for your organization

Sometimes, poor documentation is a minor amusement. Other times, insufficient documentation can actually be dangerous. Mostly though, poor documentation is frustrating more than anything. 

Customer service culture varies around the world. Cultural context shapes our expectations of the service we receive in reality. What can we learn from international customer service practices?

While a lot of documentation can be corrective – that is, aimed at troubleshooting problems which have already occurred – there’s a powerful argument to be made that you should invest in preventative documentation.

Customers want to do what is easiest, not what is desirable for your company. They are self-focused, and rightly so. The solution is to align your business goals with your customer’s goals, so that everybody wins.