Obviously technology can be hugely useful, but it can also inspire frustration without customer service, wrote HOTELS bloggers Tony and Jason Potter of Malta-based consultancy Braveagle. When technology combines with humanity, however, the results can be impressive. "One of us made an error in signing up to a service and gave an emailtothatservicethatwas notto the business address needed," the Potters blogged. "Itwas easyto unsubscribeforfuture emails but not easyto change the email to receive the service. A request was made outside business hours for help on the Internet. Within immediate response time we had a reply, human contact, an appreciation of the difficulty and a statement confirming the issue had been fixed. That's service."
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