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Help them before there is a problem

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 […]

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Newsletter #938: The “Anticipate It” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Customer service isn’t just about fixing problems after they happen — it’s also about proactively making sure your customers are happy. […]

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