Will Customer Service Disappear With The Elimination Of The 'Middle'?

by Admin

27 Nov
 None    Internet Related

by Gord Hotchkiss

In response to my original column on disintermediation, Joel Snyder worried about the impact on customer service: The worst casualty is relationships and people skills. As consumers circumvent middlemen, they become harder to deal with. As merchants become more automated, customer service people have less power and less skills (and lower pay).

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