What Is Reactive Customer Service?

Reactive customer service staffs deal with problems and complaints.

Reactive customer service is action taken by companies after customers experience problems or make complaints, according to ElectricNet.com. This is in stark contrast to proactive customer service, which is aimed at minimizing problems or complaints.

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.

References

• ElectricNet: Proactive, Reactive Service Makes Customers Happy