The Invisible Customer

The Invisible Customer

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In this in-depth look at the customer care element of e-business, Brian Clegg offers an innovative, hands-on guide to an oddly neglected but crucial topic. In today's digital Wonderland - where companies deal with customers they cannot see and less contact time is better - the old rules and skills no longer apply. The book covers the whole range of service opportunities generated by the new technology, from call centres and e-mail customer service to serving the world via Web-based sales and support services. If your contact medium relies on a telephone line or computer screen, then your customer contact must be seen from the full new widescreen perspective that Brian Clegg reveals.Quick tips Customer satisfaction rules This is a view on the importance of customer satisfaction from a paper by Dr Harish Kotadia and Professor P T ... like to improve customer service, but ita#39;s not what the call centre or the Web site is here for.

Title:The Invisible Customer
Author:Brian Clegg
Publisher:Kogan Page Publishers - 2000


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