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Delivering customer service via technology can be an effective and efficient approach to use to achieve total customer satisfaction. However, you must continually upgrade your personal technology knowledge and skills, practice their application, and consciously evaluate the approach and techniques you use to provide service. In the quality-oriented cultures now developing in the United States and in many other countries, service will make the difference between survival or failure for individuals and organizations. You are the front line, and you are often the first and only contact a customer will have with your company. Strive to use technology to its fullest potential, but do not forget that you and your peers ultimately determine whether expectations are met in the eyes of your customer. |