Institute for International Research

Thursday, March 27th, 2008 | 2:00PM-2:45PM

Proactive Customer Service: Recognizing the Return of Not Reacting

Scott Swift, Director, Consumer Information & Affairs, HUNTER DOUGLAS INC.

Service, be it Customer Service, Sales, Accounting, etc. is naturally a “reactive” component of a business. Each one reacts to requests, questions, needs. The process of moving a company or department into a “proactive” component is based on allowing individuals to “Create” service, to be “in control of” actions, solutions. There is however, another step. This next step becomes a “Pre-emptive” level of service. That is, looking at actually starting to “prevent" the very need for service. This is the ultimate goal for organizations striving to be World-Class. Consumers or "customers" that never need service are in fact, receiving the ultimate customer service experience!

Learning Objectives:

• Determine the level your organization is now
  
• Assessing the opportunities
  
• Working with internal departments to accomplish your goal
  
• How to measure your way to success