"We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
~ Jeff Bezos, Founder & Executive Chairman of Amazon.
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves."
~ Steve Jobs, Co-Founder and former CEO of Apple.
As we live in a fast-paced digital world, consumers expect more proactive and more convenience when interacting with customer service.
Now the methodology of customer service is evolving faster than ever before. With the widespread use of digital channels and skyrocketing customer expectations, many businesses are reacting to changes in order to uphold proactive gain.
Moreover, to retain customers, businesses must need to increase the productivity of their customer service representatives.
What is proactive customer service?
Simply put, proactive customer service means anticipating customers' essentials and reaching out to them with concerns about faulty products or service issues before they contact customer service. Assume a company issues a recall due to a defective product.
In that case, that is an example of informing your customers about a problem before it affects them and how you intend to resolve it. This can be done occasionally, even before the client is aware that they have a problem or question.
Proactive communication is key to preventing negative customer experiences from going viral. By staying on top of customer conversations, you can address issues before they become a public relations nightmare. This allows you to protect your brand's reputation and maintain customer loyalty.
How to be a proactive customer service representative?
Being a proactive customer service representative is vital to providing excellent customer service. As a customer service representative, you should proactively identify and address customer needs before they become a problem.
One way to do this is by anticipating customer needs and providing solutions to their problems without them even having to ask. If a customer contacts you with a specific issue, you should take the initiative to evaluate the issue and suggest potential solutions.
Empowering employees to handle customer issues on their own is also important. By empowering your employees, you can ensure that each customer is receiving the best possible service. Finally, it's important to be proactive in your communication with customers.
Reach out to customers regularly and provide helpful information or updates on their issues. This will help build customer loyalty and trust in your brand. So if you want to be a great customer service representative, remember to be proactive in your approach.
What is a proactive attitude?
To become a proactive customer service representative, we must know what a proactive attitude is. Having a Proactive Attitude can result in an increased drive to take action and motivate oneself. PA is an outlook that changes can be made in oneself and the environment to improve them. This attitude comprises various elements such as resourcefulness, responsibility, values, and vision that contribute to its overall impact.
Proactive people realize that they are the masters of their own destinies and that they can choose how to respond to the obstacles they face. Rather than using outside factors such as genetics, environment, or experiences as an excuse, they accept that it is ultimately their choice how to behave.
8 traits of proactive customer service representatives
Photo by Matt Heaton on Unsplash
Get to Know Your Customers.
Build Customer Loyalty.
Save Customers a Huge Amount of Time.
Pay Attention to What Customers Are Saying.
Admit Mistakes Before Customers Find Out.
Reward Customers with Offers.
Ask Customers for Feedback.
Surveys and real-time feedback.
1. Get to Know Your Customers
A proactive customer service representative anticipates customer needs to know about customers deeply. You can start by developing a precise customer persona. A customer persona is an imaginary representation of your average customer. By creating a persona, you'll better understand who your customers are and what they expect from your product or services.
Additionally, you'll want to keep a close eye on your company's customer service metrics. Metrics, such as return and customer complaint rates, can provide insight into areas needing improvement.
2. Build Customer Loyalty
Customers will appreciate your proactive approach and are more likely to become brand evangelists. One way to build customer loyalty is by offering special rewards and incentives to loyal customers. You can also collect customer feedback and use it to improve your products and services.
With today's technology, you can easily create surveys and polls to collect feedback from customers. Tools like Survey Monkey allow you to make free surveys and polls and publish them on your website. This is a great way to collect feedback and improve based on what customers say.
3. Save Customers a Huge Amount of Time
In a survey of American consumers, 86% of respondents said they would buy more from a brand if they could find the information they needed faster. Customers are busy and want to save time sifting through searching for exact answers. Quick responses from live chat agents can prompt customers to move on to the next stage of the sales process.
Your aim should be to save customers time. Get them the information they need quickly. If your website provides solutions to common problems, you can save customers hours of research through customer support.
Proactively reaching out to customers with helpful information can save them a lot of time. For example, suppose you notice a certain customer repeatedly asking the same question or searching for a solution. In that case, you can proactively send them a direct message with the answers they're looking for.
4. Pay Attention to What Customers Are Saying
Your customers aren't just complaining to you. They're also talking about your brand and product issues on social media sites such as Twitter and Facebook. While you can't control what people say about you online, you can pay attention to customer conversations about your brand and product. You can do this by setting up Google Alerts and following your company on social media.
Google Alerts allows you to monitor keywords related to your brand and product. When you come across a relevant conversation, you can respond and provide a helpful reply. This can go a long way in repairing your reputation and silencing naysayers.
5. Admit Mistakes Before Customers Find Out
Even if you do everything right, mistakes are bound to occur. There's no shame in admitting them. It is preferable, to be honest, and upfront when a customer contacts you with an issue. For example, if a faulty product is shipped out, you can proactively send the customer a message with a solution to the problem. You can also offer a discount or free service as an apology. This illustrates that you care about your customers and their experience with your company.
You can also use the incident as an opportunity to improve. Let the customer know you're improving the product or service. This can help you avoid a larger PR crisis.
6. Reward Customers with Offers
While some companies offer freebies or discounts as a response to negative feedback or reviews, you can take this strategy one step further.
By proactively rewarding customers for good reviews and positive feedback, you can create a more positive customer experience. This can lead to more positive reviews and a healthier online presence. This is a great strategy for companies that sell services.
You can reward your customers for giving you feedback. This can help you improve your services and encourage customers to leave positive reviews.
7. Ask Customers for Feedback
Asking customers for feedback is needed. One way you can make this happen is by offering a freebie or some other type of reward for feedback.
You can also take benefit of technology to get more feedback from customers. Automated customer surveys allow you to create polls and surveys without lifting a finger. You can then publish these surveys on your website to gather customer feedback without ever having to ask.
This is a great way to get customer feedback without being too intrusive. You can use the information you gather to improve your products and services and provide a better experience for customers.
8. Surveys and real-time feedback
Surveys are an excellent way to get customer feedback. But surveys aren't alluring. They aren't something people look forward to. And they aren't something people feel compelled to respond to.
The best way to gather more customer feedback is to use technology that allows you to poll customers in real-time. You can do this by setting up live polls on your website. You can use many tools for this, such as Google Surveys.
This gives customers something to do while they're on your site. It also gives you an opportunity to get real-time feedback from customers. You can ask questions like "What do you like most about our products and services?" or "What improvements would you like to see?"
Photo by Jeremy Bishop on Unsplash
When it comes to customer service, the most important thing to remember is that the customer is always right. Your job is to meet their expectations and respond to their needs.
A proactive customer service representative is essential for creating a positive customer experience. Staying up to date on the latest customer service techniques, products, and news is important. This way, you can be prepared to help customers with their queries.
It's important to think outside the box when it comes to customer service. Don't be afraid to come up with creative solutions to customer problems. Finally, feel free to empower employees. Encourage employees to take ownership of customer issues and find innovative solutions. Ask employees for their input on best serving customers and listen to their ideas. Employees can provide higher-quality service and help create a positive customer experience when they feel empowered.
Fortunately, there are plenty of practices and strategies you can use to make your customer service more proactive and efficient. From getting to know your customers better to using technology to your advantage, there are plenty of ways to improve your customer service.