Creating Proactive Rather than Reactive Customer Service = Happy Customers
Many people believe that the best customer service is a fast reaction. The faster you react to the problem, the better it is for all involved- the customer, the business owner and the customer service representative. Although a fast reaction to a problem helps when it comes to a customer complaint, there is a more effective method of customer service.
It is called the proactive method.
While reactive customer service waits until something bad has happened and then works to soothe the customer, proactive customer service thinks ahead to build a good relation with the customer while planning for problems.
Then, if a problem does occur, the proactive approach to customer service will go much smoother than the reactive method.
Unlike the reactive method, the proactive method is threefold which takes into consideration communication, planning and reaction time.
• First of all, the proactive method works on the basis of good communication skills. Before you can even consider what ‘might’ happen, you need to step back and focus on building a good customer relationship foundation.
Make small talk, remember names and show your customer that you are interested in them as a person, not as a potential profit. Building a good rapport with your customer’s early on will ensure that, if there is a problem down the road, they will be less likely to have a huge blow out.
• Secondly, plan for the worst. This may sound silly but it is the best way to ensure that you will know what to do in all problematic situations.
Make a list of all things that could do wrong with possible solutions. That way, if something goes wrong, you will know exactly what to do to fix it. This is the proactive approach to problem solving and it can make or break your company.
• Finally, the proactive approach to customer service works on the basis of efficiency. If a problem comes through, you have the good customer service and the knowledge to find the solution fast.
So do it. Put finding the solution on your list of top priorities and get the job done as fast as possible. This will demonstrate to your customer that you care about their complaint and fixing their problem with utmost efficiency and care.
To learn more about the benefits and process of creating a proactive method to customer service, subscribe (at the right) or check our publication “Customer Service Profits” .
Although a fast reactive time is extremely important when it comes to good customer service, the proactive approach is a much better method of customer service.
Not only does the proactive approach take into consideration the fast reactive time but it also works by building a good rapport with the customer and planning ahead to ensure the problem is easily fixed.
The proactive approach to customer service will reduce any customer angst or stress and also make your job much easier.
Happy customers equal a happy business so plan for success with proactive customer service.