ICS_392_Ch17q

ICS_392_Ch17q - posted Easy to access Customer Service...

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Click to edit Master subtitle style Chapter 17 Randall Arakawa DePaul University ICS 392 Customer Service
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Serving your Customers n Traditional Brick and Mortar n Location, Location, Location n eCommerce Bricks and Clicks n URL, URL, URL n What is the distance between you and your competitors?
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eCustomer Service Questions Do customers have an easy way to get to the human-based customer service?
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eCustomer Service Questions Can customers quickly find answers to their most frequently asked questions on the website?
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eCustomer Service Questions Are the Security/Privacy policies
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Unformatted text preview: posted? Easy to access? Customer Service Solutions n Threshold Eligibility n Website Or Online Service Design n Collecting & Maintaining Information n Sharing Information n Privacy Notice Disclosures Customer Service Solutions n Separate Technology – Use a separate call center – Just list contact info n Multithreaded or Integrated – email – FAQ – Text based Chat – VoIP Click to edit Master subtitle style Chapter 17 Randall Arakawa DePaul University ICS 392 Customer Service...
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This note was uploaded on 05/19/2011 for the course MGMT 101 taught by Professor Steinberg during the Spring '11 term at Ill. Chicago.

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ICS_392_Ch17q - posted Easy to access Customer Service...

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