Think about customer service as reactive. And think about customer experience as proactive.

Customer service could be when a client is upset, you handle it, you react, you solve.

Customer Experience is Proactive

You reach out to a customer before they are upset, and make their lives easier. Even if they call agitated, you can make that client feel more appreciated and comfortable by treating them like a person.

Go off the script, and instead of putting a client on hold, talk to them while you look up information. Ask them about their day, and thank them for being a loyal customer.

Keep open contact with a client, and treat everyone like a VIP.

Reactive vs. Proactive

Customer Service

  • “Thank You”
  • “Please”
  • “May I please put you on hold?”
  • “Thank you for understanding”
  • “I totally understand where you’re coming from”
  • “I totally feel your pain”
  • “I’m sorry”

Customer Experience

  • “How’s your day going?”
  • “We Appreciate your Loyalty”
  • “How about you give me this afternoon and let me look for something and get back to you?”
  • Send an email to set up a time to talk
  • Call first
View the full Customer Service vs. Customer Experience PDF