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Vol 26 - No 10 - December 2000/January 2001 e-Service for your customers An introduction to the application of e-Business to field service operations... "If you're not using the web to provide customers with a higher level of service, then they'll go to someone who is” is a powerful, blunt and true statement from Patricia Seybold, author of the superb book “Customers.com”. Customers naturally demand wider channels of communication with their suppliers of products and services. Correspondence and faxes are now considered to be inconvenient and old fashioned. The telephone is still a favourite where personal interaction is needed however, this is usually to complain about poor product quality or inferior customer service to the suppliers customer service centre (a negative customer experience). The massive growth in the use of the Internet from home by domestic customers to communicate with their suppliers has leveraged massive pressure upon service operations to provide Internet access to their services. Page number: Page: 9 Word count: Words: approx. 1200 Related Topics: Customer service Internet
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