Devoted to Managers and those that seek to improve their management skills

One of the great uses of technology has become the empowerment it gives managers and technicians to communicate and handle any problem, on the spot and in real time.

There is nothing more irritating to a customer than setting aside time and not having the situation dealt with because of the need of a decision that the employee on the job is not allowed to make.

Now with new technology, like the BlackBerry, among others, there is an opportunity to perform customer service beyond anything that we've had been able to do before in history. There is the ability for back and forth communication that should be able to eliminate any type of questions of options that a consumer is asking for or about.

There should no longer be any need to have the word "wait" be in your vocabulary, unless it's for a part that is not available right at the moment. Even that could be taken care of if one can be found locally and be approved on the spot for the customer's benefit.

The key here is to continuously think of ways that technology can be used for the benefit of your customer. There are numerous ways now that it is being used for improved customer service, and there are certainly always new applications that can be thought of as you go along.

Ask your employees and your customers for ideas that could help you serve them better. Sure some of it could never be used, but there is always some little thing that someone comes up with that makes things easier and better for everyone involved.

Every time you find one and implement it, you offer one more thing that your competitor doesn't, and that is good for you and your business.