What problem can you solve?
Did a customer receive one of your products that did not operate correctly? This common complaint can be handled by fixing the product or replacing it with a new one.
What need can you meet?
Whether talking on the phone with a customer or conducting business in person, take a minute to ask your customer why they purchased your product. When your customer offers feedback about your company, take time to put yourself in their place. Customers want to be acknowledged for taking the time to comment and do not want to be unfairly judged if they have issues with your service. For instance, Allow your customer to tell her story and offer expedient ways to address unmet needs.
What pain can you alleviate?
This book (even its title, Go the F*** to Sleep broke several publishing conventions) rose to the top of the charts because it recognized a universal truth and a real “pain point” of parents. It acknowledged the frustration and anger that parents feel while trying to put their kids to bed and made them feel better about it by using humor.
What cost can you reduce?
Launch a Self-Service Gateway and let your customers and employees resolve their issues 24/7 without requiring an interaction with a customer service agent. It will deflect service requests away from the telephone and email channels to the web. Cost savings are realized by reducing the number of support agents required in the contact center. To avoid negatively impacting the customer experience, ensure that channel escalation options are provided in case the self-service kiosk does not resolve the user’s issue.
G Co Group Blog Team