Here’s a great example of proactive customer service from my Capital One credit card. I called to ask a question about overseas fees, and they followed up with this email:
Thank you for notifying us about your upcoming travel plans.
If you need to contact us from outside the United States, place an operator assisted collect call and Capital One will accept the charges.
The best way to call us from outside the United States is to:
- Connect with a live international operator
- Tell the operator you are calling the U.S. collect
- Provide our number to the operator
- Give your name as “Capital One Customer” when prompted
When is the last time a company offered to let you call them collect?
What can you do — in advance — to help a customer or prevent a problem?