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Why hasn't all of this technology improved customer service?
May 9, 2008

Service "can't be better". because technology in its  basic design is about accomplishing tasks faster and cheaper and great service is about making experiences "better."  In the earliest day of quality management Faster-Cheaper - Better was the rallying cry, but the reality of what has occurred is faster - cheaper , yes but rarely do companies get all three.  Great Service companies do, but most sadly do not.

Great Service experiences are about connecting people so solutions and questions can quickly be addressed.  Technolgy doesn't connect people... Companies who care blend the personal interaction with the technology to provide a great result.  People need to be involved...... chnology-improved-customer-service



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"How You Do What You Do", by Bob Livingston

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