How to Implement
Proactive Customer Service (& Why You Should)
When was the last time you were pleasantly surprised by a
customer service team? Perhaps you ordered a coat online, only to find the store
didn't have it in stock. Instead of giving up or issuing a refund, the
representative had the coat shipped from another location and delivered right
to your doorstep. Or maybe you booked a flight with your family, and since
the airplane was under capacity, an attendant offered to change your seats so
you could all sit together. These pleasantly surprising instances of added
value are forms of proactive customer service. Proactive customer service
plays a significant role in increasing customer retention as well
as customer delight. In this post, we’ll define proactive support,
explain how you implement the practice at your own business, and give
real-life examples of businesses that offer proactive service. |
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