Customer Service in the Internet Age

The internet age and its impact on society will be seen in years to come to be one of the most important advances mankind has ever created. Today more than ever, everything is online and instantaneous. Brick and mortar travel agencies have seen a decline, even though they will never totally be removed from our landscape. The changes we speak of affect not only goods, but the intangibles, those we know as services. The hospitality sector has adapted very well to cyberspace. Bookings and research can be done online. The services are wide ranging and efficient. Many restrictions still remain however, such as identification, identity theft and government regulations. In addition to the fact that one can quote and purchase a hotel stay in minutes, all of the services offered online save time, petrol and money versus the long waits and telephone calls to agents. Overhead costs are less, even though every service organization has to hire new tech staff to be on call 24/7.

Customers can book flights, and in the same sitting reserve a car, hotel room, find attractions and get notification of special offers on the same services in the future. Marketing to customers on the internet is easier since tracking their activities online is easier. Customers have identities online, profiles, and this is a direct line to exactly what services they look at, seek, or eventually purchase.Customer service personnel must therefore be able to deal with customers in this forum. Typing in text jargon (lol, omg, brb for example) to online customers in a distinct no-no. Get your agents trained and up to the same standards as your tech tools for maximum success in online customer service.