25 Years in Customer Service
This book is available for download with iBooks on your Mac or iOS device, and with iTunes on your computer. Books can be read with iBooks on your Mac or iOS device.
Customer service is of particular importance to the technology industry; customers rely on technical support services when they have a problem with a piece of hardware, software, or a consumer device.
The current darling of the technology industry is Apple, and you don’t have to go farther than the Genius Bar at your local Apple Store to see how Apple approaches customer service, creating a fantastic customer experience
that ensures rabid fans.
Most people think of customer service as a department, and it’s true—virtually every company has some sort of customer service division. But customer service is also a technology industry all on its own, with a wide array of
software and hardware required to support customers with product and service questions.
This book gives an insider’s view of the customer service industry, providing insight for those of you battling mediocre service every day. If you understand the tools, vocabulary, and metrics that power customer service, you
can definitely demand better service from your providers, and understand how to appropriately deal with service issues. And for those already working in the customer service industry, hopefully this book will provide you with
some new best practices, worst practices to avoid, and maybe even a laugh or two along the way.