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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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23Communicating with Customers in the Digital Age

“The more high tech the world becomes, the more people crave high-touch service.”

—John Naisbett, Megatrends

Face-to-face, phone call, e-mail, online chat, text, blogging, Twitter, social media, digital video—that’s just the start of a list of communication mediums. The options that today’s customer has to communicate with an organization are seemingly growing by the week.

What does that mean for you, the customer service professional? It means you have to be on top of your game like never before! It’s no longer enough to just have the right pace and tone on the phone with customers, you’ve got to expand your repertoire and become a service master in all these communication mediums.

Let’s take ...

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