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Applications of ICT in Customer Service

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The real key to the application of ICT to Customer Service is in the use ofcustomerdatabases.Customer databasesare electronic repositories of all ...  see all
Type: Revision
Source: tutor2u.net
Format: HTML
Language: English

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Applications of ICT in Customer Service
The real key to the application of ICT to Customer Service is in the use ofcustomerdatabases.
Customer databasesare electronic repositories of all manner of customer information including:
  • Contact information - name, address, telephone, email address etc.
  • Security information to help confirm identity
  • Buying history; products bought, times, days of week etc
  • Payment information
  • Policy renewal dates
... and so on
Whenever a customer logs on, makes a telephone call or presents a loyalty card for swiping, the customer service representative - or even the form's website - has a wealth of information available to offer products and services that the customer is likely to...