Good customer service is all about making the right decisions with keeping customers at the forefront of your mind. But how can you manage to serve the same optimal service every time? Well, the basic step that you need to take is to guarantee that you can offer great customer service and for that, you must learn the difference between proactive and reactive customer service.
WHAT IS PROACTIVE (NOT PASSIVE) CUSTOMER SERVICE?
In order to avoid customer service issues and conjugated matters, most of the companies prefer proactive customer service. It refers to preventative strategies which involve pre-planning that outline the measures of how a company should react to an issue.
A typical example of proactive customer service would be a customer survey which allows a company to find out more about the preference of its customers, related to the product. The company can also conduct this survey in the form of collective feedback where customers can share their ideas of how they truly feel about a company’s product or service.
This type of survey helps an organization to have a look at the true picture of out what customers think of their services vs. what they expect of it. A smart organization can use this feedback to fill the gaps and make room for areas to improve which can be done by collaborating with your team to build a great customer service experience.
WHAT IS REACTIVE CUSTOMER SERVICE?
Call center service is the best example of reactive customer service where the customer reaches out to the customer service agent. Instead of taking preventative measures like with proactive customer service, the customer itself reaches out to approach the customer service agent.
A typical example of reactive customer service would be a customer approaching the customer care line with sending an e-mail or making a phone call to resolve the issue or for any further information.
PROACTIVE VS. REACTIVE CUSTOMER SERVICE
If you give a closer look, you can easily differentiate between the proactive and reactive customer service. Proactive entails their representatives of customer service to categorize, plan and prepare for certain issues a customer can anticipate which is required to relieve the frustration of customers. Whereas, on the other hand, comes to the reactive customer service that simply lacks in taking precautions and preventative measures as the customer requires representatives to take action on their behalf.
Well, if you compare these two with each other then you will notice that a proactive approach in customer service is pretty tough and involves critical measures as it is truly based on customer-centric strategies. It is much better as it cascades to maintain the flow of communication.
In conclusion, it’s best for any organization to follow the proactive approach which can only happen when a company plans on making customer’s satisfaction as their primary goal.
In order to perform any proactive or reactive customer service, you need gadgets to assist you and what’s better than OWREventWiFi. It is the ultimate solution for all your tech needs.