- 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 and be prepared to discuss it.
- What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?
- Can you identify any ethical issues that are inherent in sophisticated customer service programs?
Being proactive, they should not just wait until there is a problem with the customer, they should act before there is anything wrong. The firm should always anticipate potential problems with their customers in problem areas (they should know which these are)they should do this before those problems become really big problems for their customers. So they should provide solutions and services that will exceed their customers expectations.
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.