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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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14

Serving Online: When Clicks Replace Bricks

The Internet is becoming the town square for the global village of tomorrow.

—Bill Gates

The word “wireless” is defined as the transfer of information without the use of electrical conductors. In many ways, this definition captures the blessing and the bother of Internet service. The mobility, speed, and ease of the Internet as a tool for “interlogue” are clearly worthwhile assets. However, robbed of the capacity to read nonverbal information, there is great potential for misinformation and misinterpretation. Without accurate dialogue, understanding can suffer.

One study at the University of California, Los Angeles indicated that up to 93 percent of communication effectiveness is determined by nonverbal ...

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