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But what if those changes to the traditional model aren t enough (Which they shouldn t be) What would be a new customer service model that can meet the needs of the social customer and still be viable to the business The new model starts with a very old model Bruce Katz is a man you should pay attention to Aside from being articulate, with a lightning-fast intelligence and a great sense of humor, he has been a business success in a remarkably disparate number of ways He was the founder of Rockport Shoes, which drove the casual shoe revolution He provided the seed capital for the wildly successful The Republic of Tea, whose products make up roughly 90 percent of all the teas in this house of tea drinkers He also owned the first online virtual community, The WELL, from 1994 1999 His range is amazing I asked him what his principles of customer service were since Rockport and The Republic of Tea have been known for that for an incredible amount of time His answer: First it starts with the golden rule: do unto others as you would have them do unto you Would you like to be on hold Would you like to be sent to voicemail Would you like to hit 27 different keys to navigate menus and get hung up on Would you like to wait 45 minutes No There s this interest in efficiency Go to the website and talk to a robot Is that a real savings It frustrates customers Customers want to talk to a real person This isn t some old-school thing that no longer applies This is the single most important observation when it comes to a new customer service model These precise observations were supported by data released by Forrester Research with their North American Technographics Retail, Marketing, Customer Experience, and Service Benchmark Survey during the fourth quarter of 2007 They found that regardless of generation the most important channel was a direct call to a customer service representative on the phone Even Gen Y preferred that over going to a store or sending an e-mail (41 percent to 35 percent and 6 percent, respectively) Only seniors (age 63 and up) preferred going to a store more than making a phone call A phone call won with older and younger boomers, Gens X and Y.

D is correct 80211a APs do provide far more non-overlapping channels than 80211g APs A, B, and C are incorrect 80211g APs provide fewer non-overlapping channels than 80211a APs There is no such concept as communication time slices in 80211 networks

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ow that we know the underpinnings of Mac OS X, it is time to tackle concrete programming examples. The chapters in this part of the book guide you through the steps of building three working programs using the Apple development tools and technologies you have learned about thus far. In this section, you will develop a Cocoa-based program that puts a GUI on the UNIX tool wget, and develop two AppleScript programs one for organizing a music collection in iTunes, and the other for tracking and displaying system resources. In addition, you will learn some of the more interesting aspects of Jaguar, Apple s newest Mac OS X release.

11 Why do MCA implementations use hexagons to represent the coverage patterns of AP and antenna pairs A Because AP/antenna pairs create coverage cells in exact hexagonal patterns B Because they work well for representation in diagrams C Because the engineer enabled the Use Hex-Radiation setting in the APs D Because SCA radiates in a star pattern

Bruce again: It s the same reason that people used to love to shop The salesperson would make you feel like the most important person in the world, even for just a little while You have to want all the calls that you are getting regardless of why they call If they are calling to buy something or to complain or just ask a question, it doesn t matter All those calls are important I wouldn t want to outsource the call because I want to be able to deal with all the calls myself For example, I remember back in the earlier days of Rockport Shoes that one caller mentioned that if the shoes were made in white, she, a nurse, would wear them in the operating room We launched a whole line of shoes for nurses that was highly successful The foundation of any successful customer service model is going to be actual human interactions not IVR, not VoIP services, not high-speed Internet connectivity It will have to do with how quickly a human being can provide a meaningful experience to a customer who has engaged them But what does that mean when social communications have transformed the world Jeff Bezos, CEO of Amazon, being interviewed by Business Week in March 2009, nails a customer service model that should be emulated by companies: Internally, customer service is a component of customer experience Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so you don t have to contact anyone Then you save customer service for those truly unusual situations This is the core of any real customer service: how to minimize problems and optimize the customer experience an individual customer is having It also means that when there is a problem there needs to be a resolution of that problem immediately That implies a first contact resolution The new model also anticipates the social customer s multichannel preferences to communicate It recognizes your customer service problems won t only be discovered at your site, but will be lurking in the cyber world via social media channels and social networks/ communities However, unlike the preferences of some of the more na ve sorts out there, this customer service model builds on the traditional There are.