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Improving Customer Service Through the use of Internet Technology.

Atkinson, Patrick W. (2004) Improving Customer Service Through the use of Internet Technology. Diploma thesis, Dublin, National College of Ireland.

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Abstract

In today's commercial environment customer service has continued to play an ever increasing role in retaining customers and sustaining growth within businesses. Managers are continually endeavouring to generate a competitive advantage through customer service by offering customers the level of service they expect and anticipating their future needs. Customers expect service to be better, faster and products to be less expensive in this competitive environment. They want more choices and are prepared to shop around for the best value and the best service from companies.
The cost associated with supping excellent customer service are substantial. Managers are continually reengineering business processes in order to provide the necessary level service without significantly increasing the costs. This challenge has been met over the past decade by leveraging the technology which is available since the advent of the internet. This technology allows company to offer a new channel to deal with customers.
In many cases companies have developed business models based solely on customers accessing the internet. This sole channel approach to supply services to customers has worked successfully for companies particularly in the travel, banking and light consumer goods sectors. These companies have become known as the "clicks" companies.
In order to compete at this high level of service and lower overheads, traditional companies have had to add the internet as a channel for customers to access their businesses. In many cases this new channel fits alongside their traditional existing channels and serves to offer additional choices for customers.
This dissertation aims to show how a traditional company can use this technology to assist them in providing excellent customer service and in turn help reduce costs.

Item Type: Thesis (Diploma)
Subjects: H Social Sciences > HF Commerce > Telecommunications in Business
Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4150 Computer Network Resources > The Internet
T Technology > TK Electrical engineering. Electronics. Nuclear engineering > Telecommunications > The Internet

H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HF Commerce > Electronic Commerce
Divisions: School of Computing > Graduate Diploma in Electronic Commerce
Depositing User: SINEAD CORCORAN
Date Deposited: 13 Aug 2010 09:13
Last Modified: 13 Aug 2014 15:14
URI: http://trap.ncirl.ie/id/eprint/388

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