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Is technology sufficient in and of itself to deliver high-quality customer service?
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- What degree of customer service can only be given via the use of technology?What is the importance of the relationship between the technology that is used by companies today and how that technology can be used to effect customer service ?When disruptions occur, how are they handled and what impact do they have on the machine's ability to function?
- In what ways do service providers use service design and customer journey mapping to improve the overall customer experience?"Customer, both B2B and B2C , will expect firms to be able to interact with them and to provide service for and to them anywhere, anytime and on various types of electronic device". Analyse this statement in the light of the avenues through which wireless and/or mobile devices add value to the customer-firm relationship.What is the reason that service firms often listen more carefully to customers?