Chapter 13 Customer Service & Support in Web Space

Chapter 13 Customer Service & Support in Web Space

This chapter covers the following objectives:

* Explain the evolutionary stages of customer service provision

* Understand the role of customer service in creating sustainable competitive advantage

* Explain the importance of integrating customer service with other customer-facing enterprise activities

* Identify themes that recur in discussions of providing exceptional customer service

* Describe the various technologies and channels used to deliver customer service

* Discuss the steps involved in developing a strategic customer care program

*Distinguish between customer service and customer experience