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. Take a position on this statement.
The internet DOES have the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds hose expectations. Consumers want timely response to inquiries, informative content, communication with a real person, product displayed clearly and prominently, and 24-hour availability. The Internet can provide all of this for the consumer, with hard work on the marketer’s end of course. The Internet lets helps companies to strategically manage large account customers, develop effective customer service systems, proactively identify customer problems and communicate resolution options, leverage customer information from the service process, and prevent customer problems via customer education.
What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?
This concept means that the marketer is being proactive and is not passively waiting for customers to request service. Companies must anticipate potential problem areas before they become troublesome, develop solutions, and provide service that exceeds customer expectations. They must build customer scenarios to determine what they can do to prevent problems. Must make customer service pervasive by fulfilling common requests before the customer even asks. Design the service process that guides the customers to the service they need without having to move through frustrating layers of information that the customer does not need.
Anticipatory customer service can play a major role in successful customer service delivery by making the customer’s experience seamless and satisfying. This can also build a more loyal customer, and customer lifetime value.
Can you identify any ethical issues that are inherent in sophisticated customer service programs?
If a company doesn’t feel that a customer serves them any value, they might not provide them with proper customer service. Companies can measure exactly what a services costs on an individual level and assess the return on each dollar. They know exactly how much business someone generates, what he is likely to buy, and how much it costs to answer the phone.