Anticipatory customer service directly triggers emotions that are most likely to lead to customer loyalty; it gets there faster and more directly than reactive customer service ever could.
While asking about their time on the beach, he walks over with them to the elevator and even presses the button for the floor that they're going to since nobody has a free hand other than the kids.
The problem with it is, as my customer service training participants noted, a response... is lacking in one way: The customer had to ask for service.
Obviously, this level of service is better than no service, which would be if a customer requested something and was ignored, turned down, or responded to grudgingly.
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