Customer Service on the Internet
Author: Jim Sterne
John Wiley & Sons, 1996
Explores the potential and unique characteristics of the Web as a channel for customer service.
- The Web Was Made for Customer Service
- Customer Service in a Modern World
- Your Company's Information on the Web
- Managing E-Mail--When Customers Come Calling
- Encouraging Customer Conversations
- Improving Your Value
- Knowing Your Customers as Individuals Again
- Cisco Systems - A Case Study
- Planning for Tomorrow