About This Chapter
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.
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
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. 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.
3. 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.
4. Practical Application: Anticipating Customer Needs
Anticipating customer needs is an important skill to have in order to be successful as a business. Use this list of questions as a means to help uncover and understand these needs.
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Other chapters within the Creating Proactive Customer Service course