Ch 1: Understanding Proactive Customer Service

About This Chapter

The ability to anticipate customers' needs effectively and consistently hinges on an understanding of proactive customer service. The lessons in this chapter closely examine this strategy and offer tips on creating satisfied customers.

Understanding Proactive Customer Service - Chapter Summary

Use these engaging video lessons to help your employees understand the elements of proactive customer service. In this chapter, your employees will learn about the following:

  • The definition and benefits of proactive customer service
  • Ways to get to know your new customers
  • How to use surveys to anticipate the needs of customers

The lessons in this chapter are accompanied by self-assessment quizzes designed to gauge employees' comprehension of proactive customer service. Employees can also take a chapter exam to reinforce the concepts covered in this chapter. If you have any questions about the lessons, our instructors are available to help.

How It Helps

  • Enhances customer service strategies: The lessons offer in-depth strategies designed to help your company become even better at anticipating and meeting customer needs.
  • Increases customer retention: Using proactive customer service strategies, like gauging needs through surveys and taking necessary steps to get to know customers better, can increase your customer retention.
  • Builds new customer base: Customers who are satisfied with your proactive service can spread the word to others, effectively expanding your customer base.

Skills Covered

Following the completion of this chapter, employees will be able to:

  • Understand and explain the meaning of proactive customer service
  • Outline the benefits of proactive customer service for companies and customers
  • Explain why it's important to get to know customers from their first transaction
  • Describe how surveys help companies discover customer preferences and concerns
  • Detail reasons for using surveys on an ongoing basis

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Creating Proactive Customer Service course