Steps to Shift From Reactive to Proactive Customer Service

adminCustomer ExperienceLeave a Comment

Steps to Shift From Reactive to Proactive Customer Service

1) Stick to the Script?
REACTIVE SOLUTION: Having a script that Customer Service Representatives will follow related to specific inquiries.

PROACTIVE SOLUTION: Develop self-help material, such as a FAQ section on your website that is clear and easily accessible to customers.

2) Houston we Have a Problem
REACTIVE SOLUTION: Customers realize there is a problem with the service or product when they need it.

PROACTIVE SOLUTION: Inform customers about what happened and what you’re doing to fix the issue.

3) Back Talk
REACTIVE SOLUTION: Respond to customer inquiries only when they reach out or something bad happens.

PROACTIVE SOLUTION: Ensure that you’re present and listening wherever customers talk about your brand and respond accordingly.

4) Channel Surfing
REACTIVE SOLUTION: Maintain traditional use of contact- phone & email.

PROACTIVE SOLUTION:  Include alternative channels such as mobile or social media to make it easy for customers to reach you.

5) Give Thanks
REACTIVE SOLUTION: Maintain service offerings without engaging loyalty efforts.

PROACTIVE SOLUTION: Create positive interactions with customers and thank them for their business.

6) Regularly Scheduled Check-Ups
REACTIVE SOLUTION: Assume that if customers aren’t reaching out to you, everything’s fine.

PROACTIVE SOLUTION: Regular check-ins with customers to identify areas that are weak and trying to fix them before the customer becomes unhappy.

While a tried and true method may be working for you right now, there may be an alternative, proactive way of doing things that could add value to your customer service offering.

Leave a Reply

Your email address will not be published.