About This Chapter
Proactive Customer Service - Chapter Summary
Whether you are learning about proactive customer service for the first time or seek to strengthen your current understanding, you've reached the right place! This chapter is filled with engaging lessons you can access to gain greater insight into topics that include contingency planning, how to show customer appreciation and methods for anticipating customer needs. Review these lessons anytime using any computer or mobile device with Internet access. When ready, test your knowledge by taking short quizzes and a chapter exam. Upon completion, you will be able to:
- Define and discuss the benefits of proactive customer service
- Explain how proactive customer service can add value to your company
- Discuss the importance of getting to know your new customer
- Share ways to design contingency plans
- Detail the importance of using surveys to anticipate customer needs
- Describe target marketing and explain how it can be used to keep customers
- Provide reasons it is important to stay relevant in the marketplace
- List strategies for showing appreciation to customers
1. Proactive Customer Service: Definition & Benefits
There are two key components of proactive customer service. The first is communication. The second is process inclusion. Implementing each component of proactive customer service benefits businesses and customers.
2. Adding Value Through Proactive Customer Service
This lesson will discuss the importance of being proactive in customer service and how it can bring added value to your company and create customer loyalty. Do you know what your customers need before they ask?
3. Getting to Know Your New Customer
How can you be sure you're giving your customers the product and/or service they want? Getting to know your customers can help you know what they want, how to improve your business, and increase customer loyalty.
4. Contingency Planning: Preparing for Potential Customer Issues
In customer service, it is necessary to have a plan in place for potential customer issues. This is called a contingency plan. This lesson will explain what one is and how it should be designed.
5. Using Surveys to Anticipate Customer Needs
It's important to survey your customers to learn about their needs and expectations so you can exceed them. This lesson looks at why you should survey your customers on a regular basis and give tips for using their feedback.
6. Keeping Customers Interested Through Target Marketing
Target marketing allows companies to approach customers with specific products they might be interested in. This lesson describes target marketing and how companies use it to keep their customers interested in their products and services.
7. The Importance of Staying Relevant in the Marketplace
This lesson breaks down and reviews several different methods that can be used by businesses and organizations to help them remain relevant in today's marketplace.
8. Showing Appreciation to Loyal Customers
Keeping your customers happy and having them return again and again is one of the greatest challenges (and opportunities) of a business. This lesson offers some suggestions to show appreciation to loyal customers.
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Other chapters within the Business 201: Customer Service course
- Customer Service Overview
- Customer Service Goals & Objectives
- Understanding Customer Satisfaction & Retention
- Customer Relations
- Customer Behavior & Appeals
- Identifying Customer Needs
- Utilizing Customer Feedback in Customer Service
- Customer Service Leadership
- Team Building in Customer Service
- Important Customer Service Skills
- Conflict Resolution Strategies in Customer Service
- Telephone Customer Service
- Written Customer Service
- Customer Service Metrics