The role of technology in closing the global service gap

Technology is affecting positive global customer service and some ways in which service providers are using a variety of technology formats to meet the needs of their customers. Below are some key concepts that you can explore:

• Billions of dollars are being spent worldwide to create systems through which customers can access products and services to satisfy their ever-changing needs and whims.
• The wonderful thing about technology is that through the use of such innovations, even small organisations can create an image equal to that of their larger counterparts, since someone visiting their Webiste or contacting them would have no idea how many employees or assets they have.
• With the fast pace of today's world, customers have come to expect that an organisation will invest in service-based technology initiatives, customers and service providers benefit from such applications.
• Convenience, cost-savings, efficiency and enhanced information flow are some of the benefits of information technology use when delivering service.
• Integration of technology components and training of employees on effective usage and etiquette are key elements of successful organisational marketing and service strategy.
• Like computer, cell phones, and other technology, service systems re evolving at an extremely rapid pace. Tasks previously handled by people are now often completely automated. The key to implementing a service technology strategy is to recognise the extent to which it should be used.
• Just as with any other area of human interaction, in dealing with your customers, there are some basic rules of etiquette that you should consider when communicating through technology. If you fail to adhere to some fairly standard practices, you risk a breakdown in the service-provider relationship.