what information that they want to be shared and not. The company should limit the use of the
information collected but again the customer must have given consent for the use. The company
should not only limit the use of the information but have a plan in place to protect the customer
information.
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How does collecting this information contribute to the service culture? Collecting the
information it can be analyzed using the CRM software. This can give the company insight on
how to better serve their customers. Collecting the information can help the company gain
customers also. In doing so they are able to communicate with the customer and offer gifts of
appreciation also.
Forecast what you think the customer service infrastructure will look like in five years.In
five years I think things will be run more by computers, machinery, and possible robots. I believe
that the customer service structure would be all about electronics. I really believe that the
customer service infrastructure would be better than today’s. Technology has taken over a lot of
things in the last few years but I do believe that companies will still need people also.
Customer Relations and Servicing
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Reference
Gibson, P. G. (2012).
The World of Customer Service
(3rd Ed.). Mason, OH: South-
Western, Cengage Learning.
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