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. |