Customer Service in the Information Age : A Common Sense Approach to High-Tech Help

Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. CUSTOMER SERVICE IN THE INFORMATION AGE explains how businesses can still provide great customer service with a personal touch—whether it is through e-mail, the telephone, or a company Web site. The tips presented in this book will give organizations concrete suggestions for how to use the technological options available today to elevate their customer service to the next level and build relationships that will result in loyal and satisfied customers.