Developing a Habit of Proactive Customer Service

What is proactive customer service?

Why teams should invest in Proactive Customer Service

1. Customers love it

2. It reduces incoming customer calls

3. It keeps control of the situation in your hands

Fighting the doubt to expose a problem

Moving from Reactive to Proactive

1. Get leadership onboard

2. Understand your customer’s journey

3. Empower your agents

  • Build in time away from the queue to focus on proactive projects
  • Create processes that surface agent insights and drive improvements
  • Recognize agents who go above and beyond in identifying issues

4. Implement tools that head off problems before they begin

5. Measure results

Make it a habit

Sarah Chambers
Measure CSAT, CES and NPS



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store