The internet has the capacity to increase customer satisfaction. Explain how .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. Enormous changes have come about in the last few years in way customer’s service is delivered. The internet tends to increase customers expectations. We now ask for more service and support. We always want more and should expect more. Companies are now able to provide customers more service and support with in a cost-effective manner with new technology. Customers want to be able to expect these great services with multiple channels like telephone call, live chat, self-service on websites, and emails. This makes companies step up their game to compete with the rest.
What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?The concept of anticipatory customer service comes from the fact that even before the customer asks or has problems, or even before the customer is aware of needing it, service will be provided. The goals is to prevent any future problems by not having to face them when they actually occur. One 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 Southwest airlines offers desktop alerts on travel destination selected by subscriber, based on their registration profile. They took the initiative of providing information on them, without even them asking for it, this leads to greater successful customer satisfaction. Another way to go about this is the rules-based personalization. This involves the 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.
Can you identify ethical issue that are inherent in sophisticated customers service programs?They may tend to gave wrong promotion or prices to uneducated customers.
CRM helps to:
1.Strategically manage large account customers
2.Develop effective customer service systems
3.Proactively identify customer problems and communicate resolution options
4.Leverage customer information from the service process
5.Prevent customer problems via customer education
Customer Service Themes:
- Excellent customer service cannot be delivered by a single department acting in isolation from the rest of the organization
-Providing superior customer service is a long-term endeavor.
-The customer service culture should pervade the entire organization.
-Creating a culture of customer service is virtually impossible in an organization that does not follow at lease some of the tenants of quality.
-Quality programs emphasize collection of data about processes.
-Technology also makes it possible to offer customers multiple channels of accessing customer service.
Customer Service is an excellent way to control a sustainable competitive advantage.