Publisher's Synopsis
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.
