{"id":35516,"date":"2023-11-01T08:24:15","date_gmt":"2023-11-01T07:24:15","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=35516"},"modified":"2023-11-01T08:24:16","modified_gmt":"2023-11-01T07:24:16","slug":"be-proactive-to-anticipate-the-customer","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/","title":{"rendered":"Be proactive to anticipate the customer"},"content":{"rendered":"<p>While speed is one of key ingredients in Digital Customer Service conversations, choosing the right words at the right time is paramount. From a support agents&#8217; standpoint, that means being proactive in every single interaction to deliver superior experiences. So what are the <strong>mutual benefits<\/strong> when your front line team is able to anticipate the customer? Learn it in this new podcast episode.<!--more--><\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=57458985&amp;theme=light&amp;playlist=false\" width=\"100%\" height=\"200px\" frameborder=\"0\"><\/iframe>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro to episode n\u00b028<\/li>\n<li>00:49 Why speedy responses are good, but not enough!<\/li>\n<li>01:53 Adapt to different digital channels&#8217; expectations<\/li>\n<li>02:55 The best experience combo you may provide<\/li>\n<li>03:21 Learn more about my customized training paths<\/li>\n<li>03:41 What does proactivity really mean<\/li>\n<li>05:25 How to anticipate the customer &#8211; with case example<\/li>\n<li>06:11 Provide and prevent: the inner experience value<\/li>\n<li>08:15 Beware of the conversational downside<\/li>\n<li>08:57 To what extent are you delivering proactivity?<\/li>\n<li>09:31 Respond here: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>09:59 Subscribe to this podcast on your favorite platform<\/li>\n<li>10:27 Check out all services on CustomerServiceCulture.com<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Listen to previous episode &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/channel-inconsistency-kills-the-experience\/\">channel inconsistency kills the experience<\/a>&#8216;<\/li>\n<li>Download the Digital Customer Service Personas\u00a9 <a href=\"https:\/\/bit.ly\/DCSP-EN\">skill-set framework<\/a>.<\/li>\n<li>Apply, test, improve: here&#8217;s how you can get your team up-skilled for Digital Customer Service conversations with my <a href=\"https:\/\/customerserviceculture.com\/en\/training\">customized training paths<\/a>.<\/li>\n<li>Digital Customer Service road maps: here&#8217;s how I can help you with my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting<\/a> services.<\/li>\n<li>Align actions and conversations with your values thanks to the &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>&#8216;<\/li>\n<li><a href=\"https:\/\/customerserviceculture.com\/en\/values\/\">These values<\/a> lead my way both professionally and personally, every single day.<\/li>\n<\/ol>\n<h2><strong>Subscribe to the podcast<\/strong><\/h2>\n<p>You won&#8217;t miss next episodes! Subscribe with your favorite platform: <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-33553\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-300x62.png\" alt=\"Podcast on Spotify\" width=\"800\" height=\"165\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-200x41.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-300x62.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-400x83.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-600x124.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-768x159.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-800x165.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1024x212.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1200x248.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1536x318.png 1536w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/h2>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>Speed is indeed a crucial ingredient but it&#8217;s not enough. To deliver consistent and excellent experiences, make sure that your support proactively interacts with the end customer. That&#8217;s why I ask you this important question right now:<\/p>\n<blockquote><p>To what extent are you <strong>leveraging proactivity<\/strong> in Digital Customer Service conversations? <a href=\"https:\/\/customerserviceculture.com\/en\/a-conversation-with-paolo-fabrizio\/\">Let&#8217;s have an informal chat about that<\/a>.<\/p><\/blockquote>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><em>Image: Unsplash.com<\/em><\/p>\n<p><strong>P.S. <\/strong>Stay in the loop <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">with the newsletter<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>While speed is one of key ingredients in Digital Customer Service conversations, choosing the right words at the right time is paramount. From a support agents&#8217; standpoint, that means being proactive in every single interaction to deliver superior experiences. So what are the mutual benefits when your front line team is able to anticipate the [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":35647,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[853,763,859],"class_list":["post-35516","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-digital-conversations","tag-podcast-2","tag-skills"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Be proactive to anticipate the customer - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Choosing the right words at the right time: from a support agents&#039; standpoint, that means being proactive to anticipate the customer.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Be proactive to anticipate the customer - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Choosing the right words at the right time: from a support agents&#039; standpoint, that means being proactive to anticipate the customer.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2023-11-01T07:24:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-11-01T07:24:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/anticipate-the-customer.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Be proactive to anticipate the customer\",\"datePublished\":\"2023-11-01T07:24:15+00:00\",\"dateModified\":\"2023-11-01T07:24:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/\"},\"wordCount\":346,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/anticipate-the-customer.png\",\"keywords\":[\"digital conversations\",\"podcast\",\"skills\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/be-proactive-to-anticipate-the-customer\/\",\"name\":\"Be proactive to anticipate the customer - 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