{"id":42261,"date":"2025-10-22T09:41:10","date_gmt":"2025-10-22T07:41:10","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=42261"},"modified":"2025-10-22T16:52:29","modified_gmt":"2025-10-22T14:52:29","slug":"how-to-show-caring-and-proactivity-to-your-customers","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-show-caring-and-proactivity-to-your-customers\/","title":{"rendered":"How to show caring and proactivity to your customers"},"content":{"rendered":"

A few weeks back a client asked me: “Paolo, where do you take so much inspiration from to create fresh, weekly content?<\/em>” So I went: “firstly working with my client companies, mainly big ones. Then from my personal customer experiences, whenever I need to ask for support or information<\/em>“. And I happen to do that calling, emailing, Whatsapping or…entering a shop and enjoying the added value<\/strong> of caring and proactivity. Just like this time.
<\/p>\n

Overcoming the issue<\/strong><\/h2>\n

Last Friday I was taking a quick walk after lunch when I came a cross a beautiful clothing shop. The window was nice and full of beautiful items. So I got into the shop and I was warmly<\/em> welcomed by Gabriele, the owner, who kindly asked me how he could help me out. I quickly explained and pointed out a jacket that I saw through the shop window; so I tried it for size, but it was a little tight. So I asked for a larger size. Gabriele went upstairs to check, but when he came back he went “unfortunately we don’t have that size anymore<\/em>“.<\/p>\n

Avoiding any pressure<\/strong><\/h2>\n

That very moment he could have tried to draw my attention onto other products, trying to make a sale. But he wisely didn’t, because he knew it was not the right time<\/strong>! Instead he went: “let me call our second shop in town, so that I can double check it for you now<\/em>“. Glad for such a proactivity move I listened to the call<\/strong>, which was followed by an exchange of pictures of the jacket via whatsapp<\/strong>. What result? In just 5 minutes I had the great news: “we have the size you’re looking for, so do you want to wait 15 minutes here or come back later?<\/em>“\ud83d\udca1 He smartly offered two options making me responsible for the choice.<\/p>\n

\"Gabriele<\/a><\/p>\n

So I opted to come back the following day to get the jacket. In fact on Saturday I got to the shop, wore the jacket – it was perfect – bought it and only after that<\/strong>….Gabriele suggested me to have a look to further products (shirts, trousers, sweaters). As I did not feel any pressure and had more time, I took a look; and even though I haven’t purchased further clothes, I’ll definitely keep it in mind for the future for their great products and their outstanding service in terms of caring and proactivity.<\/p>\n

Above: Gabriele at work searching for my jacket.<\/h5>\n

Over to you<\/strong><\/h2>\n

Caring and proactivity are key drivers to deliver outstanding experiences. Even though many companies claim to adopt them, they become effective only if customers perceive them<\/strong>! Similarly, when it comes choosing conversational channels<\/strong>: for customer support: in this case the shop owner chose them based on his goal and priority (phone call + whatsapp message to check quickly item’s availability and prevent any misunderstanding).<\/p>\n

And since orchestrating different support channels matching them with customers’ expectations is a common goal for many customer service managers, what challenges are you currently facing?\u00a0<\/p>\n

\n

\ud83d\udc49 Let’s share our experiences informally<\/a>.<\/span><\/p>\n<\/blockquote>\n

Have great conversations.<\/p>\n

.<\/p>\n

P.S. <\/strong>Want more? Subscribe to the newsletter.<\/a><\/p>\n

.<\/p>\n

Credit image: Unsplash.com<\/em><\/p>\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

A few weeks back a client asked me: “Paolo, where do you take so much inspiration from to create fresh, weekly content?” So I went: “firstly working with my client companies, mainly big ones. Then from my personal customer experiences, whenever I need to ask for support or information“. And I happen to do that […]<\/p>\n","protected":false},"author":3,"featured_media":42293,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[68,737],"tags":[766,914,980],"class_list":["post-42261","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service-it","category-digital-customer-service","tag-customers","tag-proactivity","tag-timing"],"yoast_head":"\nHow to show caring and proactivity to your customers - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Caring and proactivity are key drivers to deliver outstanding experiences.But only if customers perceive them they become really effective.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-show-caring-and-proactivity-to-your-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to show caring and proactivity to your customers - 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