Proactive communication with customers is one of the most important customer service practices any organization or team can adopt.
Not only do you show customers that you care about them by checking in, you can also learn about their needs, desires, and preferences. In addition, you can potentially discover any negative feelings or emotions that that may be festering or growing and address them before they evolve into something more difficult to recover from.
As you’ve certainly read, a large portion of customers do not complain when they have a negative experience. In customer service, silent attrition is the silent killer.
Proactive contact can often uncover these hidden negative feelings and offer organizations the opportunity to resolve issues before they fester. Read more