Customer Service departments are created to solve the problems of customers. But, is this being proactive or reactive? The real definition of CS is to anticipate the customers needs so that problems will not arise. Put yourself in someone else’s shoes and think “what would I be experiencing right now, what would my needs and desires be?”. If the answer is anything more than what the customer is receiving, then you may want to offer to make up the difference……in advance! If you really want to exceed expectations, then you need to proactively satisfy your customers—fix the problems before they happen and you will have a customer for life!