High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce > PART ONE: Timeliness and Timelessness > CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus Catastrophe

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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

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Table of Contents

Introduction

PART ONE: Timeliness and Timelessness

CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult

CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun

CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus Catastrophe

The Masterful Company

A Cameo of Catastrophe: Timeless Service Done Tragically Wrong

``And Your Point Is?''

PART TWO: High-Tech, High-Touch Anticipatory Customer Service

PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts

Notes

Index

chapter 3 timeless customer service done right-- and wrong mastery versus catastrophe the ongoing revolution in communications, connectivity, and auto-

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PART ONE: Timeliness and Timelessness > CHAPTER 3 Timeless Customer Service Don... - Pg. 32