Excerpted from Technology and Customer Service: Profitable Relationship Building, by Paul R. Timm
These chapters examine the ways that technology can enhance a company's customer loyalty efforts. In these tips, you'll find out about four tools of technology -- call centers, help desks, CRM and websites -- that can help you attract and retain customers. Discover ways to use these common customer contact methods to your best advantage.
Tip #1 offers advice on using call centers effectively to build customer loyalty. Find tips for agents to make small improvements that will lead to big results. In Tip #2, learn about help desks: how they are used, how they can be organized and how they can be optimized for building customer loyalty. Tip #3 covers CRM software and deployments, and the potential impact on customer loyalty. Use Tip #4 to find out how websites and other web technologies can build customer loyalty and save costs too.
Each section includes Application Activities, tasks that readers can use to evaluate their unique circumstances and determine where they can make improvements.
|These chapter excerpts from Technology and Customer Service: Profitable Relationship Building, by Paul R. Timm, are used by permission from Prentice Hall Publishing.|