Computer applications help minimize the communication barriers experienced over the phone throughout the support process. How do they maximize the support technician’s efficiency? Explain a current or past work experience where you used both phone and a computer application to facilitate a customer. How did this affect your perception of the level of customer service received? Onsite computer support has transitioned from a free service to one that is fee-based over the past years. Now that many companies charge to come to customer’s homes, how does this affect the customer’s expectations on the quality of the service? Aside from the monetary opportunities, why are companies branching into this industry? What implications must be considered when diversifying services using one brand? Explain your answer
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