Verizon’s Got it Right - Part 2
Author: Jim Mitchell
A few days ago, I wrote about a positive experience my friend Susan recently had with Verizon customer service. She just called and told me about another good interaction – one that again exemplifies proactive customer service done well. I’m always talking about using predictive dialers for proactive customer service, so I thought I should share this real life example with you.
Susan subscribes to a Verizon phone plan that allows her to make unlimited calls within the United States and Canada for one flat monthly fee. Last month, she made a few phone calls to Canada, which was a deviation from her normal in-country calling pattern. Verizon contacted Susan to confirm that she had in fact made the phone calls, and then used the opportunity to try to upsell expanded international services. This was quite a clever approach as Susan admitted to me that she actually appreciated the call. She felt like Verizon was protecting her security and trying to anticipate and accommodate her needs.
Does your company deploy this type of proactive customer service strategy? If so, I’d love to hear about it.
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