CHAPTER 17
Avoiding Service Triggers #1 and #2
Making sure your customers don’t feel ignored or abandoned begins with an awareness of their expectations, as well as a desire to proactively use this information to prevent issues from occurring. One of the first steps is putting yourself in their shoes. How is the customer viewing time? What are her expectations in the situation? Where in the experience does the customer want assistance? Once you understand what your customer expects at different points in her customer experience, then you can use specific techniques to help make sure she never feels ignored or abandoned.
Below are nine techniques that can help you preempt Service Triggers #1 and #2. These techniques are presented in an overview ...
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