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What’s the best way to turn angry customers into raving fans? Shift from a reactive to a proactive approach. Here’s what I mean: When people hear the words “customer service,” they often think of the problem-solving, reactive approach, such as correcting mistakes, replacing faulty products, soothing ruffled feathers and apologizing for errors.
But really, service providers should be more focused on adding value. That’s because service is taking action to create value for someone else. When everyone in your organization does this, there’s less need for problem-solving because your team members are anticipating what your customers need now and in the future.
So how do you build a team that can anticipate your customer’s needs today and tomorrow? Invest in building a culture of continuous service excellence where everyone has the support, skills, and understanding they need to proactively deliver stellar service your customers will value.
The organizations I’ve worked with these last 30 years have been doing just that, and it’s not coincidence that many have become the leading example of stellar service in their industry and in others. If you want this kind of reputation for your organization… then building a culture of service excellence is your path to success.
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Below is an Autogenerated Transcript
Hello, I’m Ron Kaufman. What does it mean to shift from a reactive to a proactive approach in service and at work? Well, we know that service is taking action to create value for someone else. That could be a customer, a colleague, a community, a boss, an employee. When you have reactive service, you’re responding to whatever request or problem or question the other person has presented as the service provider. As an h.r. Manager, your job is to find and provide the answer. That’s reactive service. That’s reacting at work. Proactive means that you anticipate the needs, the situations, the interests, the concerns of the person you serve. You think what is it that they really want to achieve? What is it that they want to accomplish? What is it that they want to avoid? And then you, understand their situation and perhaps understand the even better than they do what may come up in the future. You make suggestions, you make recommendations, you make offers. You take the initiative to create the future together. We’re going to be exploring this deeply at my keynote called Raising the Bar, Adding Value with Human Potential. And we’ll be going into this in depth in the Platinum Masterclass called Building a Culture of Leaders Who Care. This will be happening at the Sharm Mena annual Conference and Expo in Dubai under the theme Together towards Tomorrow. I’m Ron Kaufman and I look forward to seeing you there.
