- What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?
Build customer scenarios, using data including call center reports, e-mail logs, chat transcripts, and Web site software that can report unusual volumes of activity and uncover patterns in day-to-day service queries. Use the scenarios to determine where intervention can prevent problems, such as common customer mistakes in placing orders.
Make customer service pervasive by fulfilling common requests before the customer even asks and ensuring that service is readily available throughout the value chain.
Design the service process for “seamless escalation.” Translated, this means firms must guide customers to the service they need without having to move through frustrating layers of information that does not fit the needs of the customer
- The company should be able to anticipate problems in the customer service process and have these issues solves or ready to be solved before the consumer finds this problem and is ready to address it. If they anticipate a problem, the consumer will have less of a problem trying to solve that problem.To do this, companies must anticipate potential problem areas before they become troublesome, develop solutions, and provide service that exceeds customer expectations.
- Can you identify any ethical issues that are inherent in sophisticated customer service programs?
Anticipatory customer service builds customer scenarios by using data including call center reports, e-mai logs, chat transcripts, and Website software. This means that there will be alot of access to the consumers information that the client might want deleted or kept secret. You are using their logging information to help others in a similiar situation which may be unethical.