Reactive customer service is the action of Handling Customer Challenges. Reactive customer service is action taken by companies after customers experience problems or make complaints. This is in contrast to proactive customer service, which is aimed at minimizing problems or complaints. Many companies spend most of their day dealing with things like the following:
Look at your job (and your life) — has it gotten simpler in the last decade or
more complex? This complication has occurred at the entity level as well. Customer interactions have many more layers to them and many more expectations with them. Reactive service is not always negative. It can be as simple as a question that needs to be answered.
However, almost all reactive service results from a failure to proactively anticipate the customer’s needs. Of course, this is only partially avoidable. We are not mind readers and cannot know every need or desire of the customer. Yet, we can attempt to know, and proactive service gives us the opportunity to preempt situations that require reactive service.
Significance
Ideally, reactive customer service aims to maintain customer loyalty and satisfaction by dealing with problems in a prompt, courteous, and efficient manner. How companies deal with unhappy customers will often make or break their success; those who have positive experiences after an issue has arisen may become long-term supporters.
Features
Replacing or repairing faulty goods, correcting billing errors, and handling delivery problems are example of reactive customer service. People may get in touch with customer service personnel by visiting the company's location, or through a telephone or online help desk. Many large stores have an onsite customer service facility where people can return faulty goods.
Considerations
Reactive customer service is often compared to proactive customer service. The latter aims to deliver service and quality that prevents problems occurring in the first place. Companies may prefer to take a proactive approach to customer service, as it saves time and money and minimizes stress for customers and service providers.
- The order did not ship on time.
- The warranty paperwork was never issued.
- The wrong name was put on the contracts.
Look at your job (and your life) — has it gotten simpler in the last decade or
more complex? This complication has occurred at the entity level as well. Customer interactions have many more layers to them and many more expectations with them. Reactive service is not always negative. It can be as simple as a question that needs to be answered.
However, almost all reactive service results from a failure to proactively anticipate the customer’s needs. Of course, this is only partially avoidable. We are not mind readers and cannot know every need or desire of the customer. Yet, we can attempt to know, and proactive service gives us the opportunity to preempt situations that require reactive service.
Significance
Ideally, reactive customer service aims to maintain customer loyalty and satisfaction by dealing with problems in a prompt, courteous, and efficient manner. How companies deal with unhappy customers will often make or break their success; those who have positive experiences after an issue has arisen may become long-term supporters.
Features
Replacing or repairing faulty goods, correcting billing errors, and handling delivery problems are example of reactive customer service. People may get in touch with customer service personnel by visiting the company's location, or through a telephone or online help desk. Many large stores have an onsite customer service facility where people can return faulty goods.
Considerations
Reactive customer service is often compared to proactive customer service. The latter aims to deliver service and quality that prevents problems occurring in the first place. Companies may prefer to take a proactive approach to customer service, as it saves time and money and minimizes stress for customers and service providers.
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