Book Description"Customer Service in the Information Age" provides readers and trainers with insight into how to realign their customer service techinques to meet Information Age customer expectations The book focuses on new frontiers in customer service such as e-mail, Web sites, customer relationship management (CRM), and оззех automated telephone systems, while revisiting some customer service basiscs like the importance of a personal response and using common sense.  PROtect2004 г ISBN 0619259094.