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.

  1. The Web Was Made for Customer Service
  2. Customer Service in a Modern World
  3. Your Company's Information on the Web
  4. Managing E-Mail--When Customers Come Calling
  5. Encouraging Customer Conversations
  6. Improving Your Value
  7. Knowing Your Customers as Individuals Again
  8. Cisco Systems - A Case Study
  9. Planning for Tomorrow