Check

The internet has the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds those expectations. Internet in general has made enormous changes in the way customer service is delivered. So yes the internet does have the capacity to increase customer expectation to even an extreme, at times making it a little more difficult, with the rapid growth of the internet, to either meet or exceed these expectations. A while ago before internet, it was always the smiles and the personal answers to a customer’s everyday questions, now that we have the internet, it has to become more than just only that. Customers demand more service and support at the same time technology enables companies to provide them in a cost-effective manner. Of course, the internet contributed to increasing customer expectations about service quality. Not only do customers expect good service but also expect to be able to access this service through multiple channels, whether its by email, live chat, telephone call, self-service on websites, and etc.

The Internet not only is a key reason why the expectations of both B2C and B2B customers are rising but also can be a way in which their expectations can be met in a cost-effective manner. Word of advice is to move away from total reliance on telephone call centers.

What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?

The concept of anticipatory customer service revolves around the fact that even before the customer asks, perhaps even before the customer is aware of needing it, service will be provided. The aim is to prevent problems, not just resolve them once they occur, but onto a different level of service. One way to go about this is the rules-based personalization. This involves the actual business to notify the customer to see if they are aware of and allows them to agree to the modification of software. Like suppose if the customer bought “this” then you need send them “that” update, it’s almost like automatic email systems. The information comes on a schedule-basis, not on demand, automate the process to immediately send a thank you email. Another method of anticipatory customer service is to PUSH content to the user. The role this can play in successful customer service delivery is for example the Wall Street Journal Online offers desktop alerts on subjects selected by subscriber, based on their registration form. They took the initiative of providing information on them, without even them asking for it, this leads to successful customer satisfaction.

NOTES ASIDE:

v Assistance of a live person, includes email, instant messaging, and chat. The second way is to completely automate the process.

v The marketer can offer incentives, often price discount or free merchandise, to encourage customers to use the lower-cost channel. Marketers tend to turn to negative tactics in the customer service arena.

v Tech Savvy- The overall impression left by this piece of research is that self-service technologies have a great deal of potential to deliver satisfactory customer experience if they are carefully designed and if customers are trained in or guided through their use.

v Customer contact points include the Web, a telephone service center, field sales offices, and a telesales center. Dow’s Customer Interface Six Sigma quality improvement program. MyAccountsDow delivers services to registered customers invest much time and resources into organizing its people and process around our customer.

v Customer service at British Airways- Business mission was often described as being limited to getting the aircraft into the air and down onto the ground on time. No airlines experience, Sir Colin understood customer service and its important in the marketing of travel services. First step to train employees to stop arguing with customers. New tech becomes available to improve the overall customer experience, and the customer becomes ever more demanding as time goes on. Customer experience should be the key focal point.

Can you identify any ethical issues that are inherent in sophisticated customer service programs???????? umm human error, not all services are carried out the way we want them to be..