The Power of Proactive Customer Service
Many companies provide traditional customer service. They wait until customers have questions or find out about problems before they take action. This is reactive service and can irritate customers, erode trust and destroy brands. Some examples include not informing customers about a delay in shipping or a delayed service call. An extreme example is GM’s delayed recall of 2.6 million vehicles for a defect that they knew existed and had already led to 13 deaths. While, companies often have to be reactive, there are opportunities to provide proactive customer service. Proactive customer service is staying ahead of customer questions or...