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Service is not Technology

Despite the growing use of technology to connect to clients it is very important to keep in mind that they are tools to help you maintain and grow a relationship with your customers/clients/stakeholders and are not an end in themselves.  Whether a library or a business enterprise, its all about the patron.

A wealth of information tools suggests the use of technology for customer relations. Ironically, customer service is about relationships not technology. Unfortunately relationships cannot be augmented with software and Internet tools. Nothing takes the place of direct contact and human interaction; our ancestral history is based on this. Further, communication is the single largest issue in customer service and it must be done without technology. So what then are the best methods for retaining clients without technology? They are simply people, procedures and property.

Read on at  Service Isn’t About Technology –

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