Anticipate the next question

A great way to provide outstanding service via email is to anticipate the next question and answer that one too. This saves a lot of back and forth and helps the customer feel good about the resolution.

Jeff Toister of Toister Performance Solutions, Inc. provides an example when a customer might email to ask if you have a particular item in stock. A good customer service professional would reply quickly with the answer.

A great customer service professional would reply quickly with the answer along with ordering information (such as a phone number or website) if the product is in stock or suggested alternatives if the product is not in stock.

Bonus info: Anticipation can sometimes get us into trouble and this article gives some examples of what can happen when our focus is only on what we know.

– submitted by Carmen Gass, User Training Services