Internet Marketing Chapter 9

Anticipartory service put simply is the company developing a contingency plan for potential problems a customer may have, putting together solutions, and doing it all before the customer has that problem. This plays a tremendous role in customer service delivery, because it creates less time wasted on the phone and the customer can immediately have their problem fixed. This is huge because people don’t have time to just sit around in the moment and wait for someone to find a solution to their problem on the spot, the call the customer service lines in the hopes that their problem can be fixed immediately. It takes 3 steps, building customer scenarios, making sure the solution is there before the customer asks, and lastly creating a process for finding that solution for any particular customer without having to dig through other problems.