Anticipate Needs
Sammi Frost avatar
Written by Sammi Frost
Updated over a week ago

Great customer service professionals can anticipate the needs of the customer they are helping. This means answering the next question that the customer would ask, after getting the current question answered.

This leads to a happier customer because they feel like the Expert understands them and it reduces the amount of time they are waiting for an answer. This also leads to fewer touches per ticket, which means better earnings for the Expert. In other words, you reply fewer times per ticket than you would if you weren't thinking ahead.

For example, if the customer reaches out and asks about the return policy, take time to describe the policy and ALSO how to start the process. This way the customer doesn't have to reach back out and ask how to return their item.
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If a customer asks what material an item is made from, it might be helpful to explain how to care for that particular material/item.
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Along the same lines, it's important that you avoid assuming that the customer knows the answer or how to do something simply because you do. This is actually a named phenomenon: curse of knowledge. It's important that you provide the customer with clear details even if it seems unnecessary.ย 

For example, telling the customer to look for their order number in their inbox doesn't go nearly far enough at helping the customer; they'll likely have to reach out for further instruction. It's important that you provide the customer step by step instructions for finding their order number to reduce frustration.
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One great way you can anticipate needs is by always checking the customer's order/subscription history. You can proactively provide them updates on upcoming shipments, order statuses, and more.

Examples Where Expert Did Anticipate Needs

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