Anticipatory Customer Service
- Being proactive, not simply waiting passively until customers request service
- Companies must anticipate potential problem areas before they become troublesome, develop solutions, and provide service that exceeds customer expectations.
Role in Successful Customer Service Delivery
- Anticipatory customer service builds customer scenarios by using data including call center reports, e-mai logs, chat transcripts, and Website software. These scenarios allows companies to intervene and prevent problems.
- It also makes customer service pervasive by fulfilling common requests before the customer even asks and ensuring that service is readily available throughout the value chain.
- A.C.S. also guides customers to the service they need without having to move through frustrating layers of information that does not fit the needs of customers.