2 arrows with words proactive and reactive

The ultimate goal of customer service is to make customers feel that they are well taken care of and that any problems that may occur will be quickly resolved. However, it goes further than just problem solving. The best type of customer service involves a business being proactive, or making the first move, when a customer has an issue.

Proactive customer service means making the decision to do everything you can to solve a customer’s issue – many times even before a customer realizes that there is an issue. Providing this type of customer service lets customers know that they are valued and that their needs are always taken seriously.

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Providing outstanding customer service is the goal of every small business. Unfortunately, even small businesses that are truly committed to excellent customer service often come up short when it comes to being proactive.