We’ve all got used to working remotely, but how do you stay connected with your customers? What does a remote customer experience look like?
They key in providing good customer service to your customers is to move from reactive to proactive activities. Too often interacting with customers results in “support mode” where the customer needs something from you, and you need to react to provide it.
Some authors even encourage business to minimise interaction with their customers through automation, which in many cases is the opposite of what the customers want.
“Identify root causes of contacts, put in place countermeasures, and eliminate the contact from ever happening. The result: happier customers.”
Bill Price and David Jaffe – The Best Service is No Service
In many instances, the better result is to make the interaction smoother, and allow the customer to maintain control and improve transparency.
Reducing the customer effort is the #1 way to get happy customers.