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“Doing the best at this moment puts you in the best place for the next moment.” ~ Oprah Winfrey.
For some organizations, reactive support is a standard strategy—taking action only after a problem has been brought to their attention. Being in reactive mode opens the door to being blindsided with larger problems and fewer satisfied clients. The good news is that phenomenal service is not about reacting but about anticipating problems and solving them before the customer even notices.
Those in the know understand how to set trends to “normalize” superior customer experiences. They create hybrid models to accommodate a specific “type” of client. Even within that model, they customize delivery service and style that exceed the client’s expectations.
Ideas for an effective proactive arsenal:
> Up-to-date technology and information services. Clients want to feel that you have a personal interest in them—that you care enough to know who they are, what they like/dislike. They want accurate (and immediate) answers to their issues—large and small. Today’s technological advances will help you accomplish that feat.
> Place the right people in the right position. Pull together the right team and arm them with killer knowledge and skills that will empower them to proactively help clients on every spectrum of the customer experience.
> The internet of things (aka IoT) is a concept that impacts how we live and work. It connects any device that has an on/off switch (coffee makers, cell phones, vending machines…you get the idea) to the internet and to each other. In fact, more and more devices are being created with Wi-Fi capabilities built into them. Therefore, it is critical to have the right tools to not only run your business but to accommodate your client.
> Understand and address the growing demand for self-service options to answer product- and company-related questions. To drive this point even further, Forrester Research said that self-service pages on company websites outperformed phone agents in user preference.
Lastly, in 2016, 60% of consumers reported having higher expectations for customer service than they did the previous year. If nothing else, that’s an excellent reason to dig deep to know who your client is and to employ the best techniques to anticipate and satisfy their needs and wants.
Share your thoughts with us about proactive customer service. We’d like to hear from you.
Make it a great day !