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.