Balancing efficient problem-solving and genuine care for customers: Can you find the right approach?

When it comes to Customer Experience the lines between B2B and B2C have blurred. People don’t have different expectations in their personal vs professional lives- meaning, if they are accustomed to getting immediate help and escalations…that’s the bar for B2B too. Being responsive and helpful in a timely manner are table stakes.

Several important points to add/share: - from my experience customers want issues resolved rather than being heard so don’t worry about being too efficient - users wants their time saved, therefore efficient often translates in higher satisfaction and retention afterwards - empathy doesn’t require much time, most or CX/support experiences waste user time with poor access to support, long wait times and unnecessary questions asked to user (order number, email address, etc etc) rather than on offering empathy So I prefer to focus on efficiency of access to support (including proactive options), understanding the problem and resolving it. That automatically solves for empathy as it shows respect to users’ time.

Balancing efficient problem-solving with genuine care for customers requires a thoughtful approach. Start by actively listening to customers to understand their concerns fully, demonstrating empathy and respect. Implement efficient problem-solving techniques, such as streamlined processes and clear communication, to resolve issues swiftly. Personalize interactions to show genuine care, addressing customers by name and acknowledging their unique needs. Regularly follow up to ensure satisfaction and reinforce the relationship. This balance fosters trust, loyalty, and a positive customer experience, benefiting both the customer and the business.

Both are interlinked, Genuine care involves problem solving, listening the customer with empathy. The right approach is maintaining the trust and good relation with the customer. This trust and care is going to balance both.

creating a seamless and consistent journey for customers across all interactions with a company. It involves meeting customer expectations while aligning them with what the company can realistically deliver, ensuring efficient yet high-quality service, and using customer data for personalization without compromising privacy. This balance integrates technology with human interaction, manages proactive and reactive customer service, and weighs the costs of service against the long-term value it provides. Ultimately, it's about continuously adjusting to maintain harmony between customer satisfaction and business goals.

Active listening is more than just hearing words; it's about deeply understanding and empathizing with the person speaking. In customer service, it forms the bedrock of genuine care. When a customer reaches out with a problem, they're not just looking for a solution; they want to feel acknowledged and valued. Ultimately, mastering active listening transforms the customer experience. It fosters trust, reduces misunderstandings, and enhances overall satisfaction. It's a skill that empowers customer service professionals to provide meaningful support and build stronger relationships with those they serve.

Using the 3 F’s method can be especially beneficially to show you are actively listening to someone and especially if you are trying to problem solve on a topic you may not necessarily agree on. Feel, felt, found. Explaining you understand how they feel, this is what others have felt and what you’ve found to be the solution.

The most important skill that every manager should have is active listening skills and that should be aligned with curiosity, the more you ask questions the more you listen both will lead to better understanding and solving the problems. Actually listening is the first step of solving the problems. Your advice is based on your understanding and definitely this will guide you to a better way forward in solving the problems. From my experience both internal and external customers will appreciate if you listen carefully to them even if you don’t solve their problem. They will feel that they have been respected and valued this will lead to stage where less compromises accordingly both will reach to an agreement.

Active listening isn't nodding and waiting for the next opportune moment to land what you're trying to say. Active listening is more than just hearing words—it's fully engaging with the speaker, understanding their message, and responding thoughtfully. It involves several key elements: Focus: Give the speaker your undivided attention. Reflecting: Paraphrase or summarise what the speaker has said to confirm understanding. Empathy: Show empathy by acknowledging the speaker’s feelings and emotions Questions: Ask open-ended questions to encourage the speaker to elaborate and clarify their points. Non-Judgmental: Listen without making judgments or jumping to conclusions.

Customers wants to feel heard Customers will always patronize the business that pays attention to their needs and concerns. You're in business because of the customers. It's important that we focus on solving their problem.

If you are trying to solve a problem on a topic you may not agree on, using the three F's method can be quite helpful in demonstrating to someone that you are actively listening to them. Sent, sensed, detected. stating that you are aware of their feelings, that you know how others have felt, and that you have discovered a solution.

Streamlining processes involves simplifying procedures and using technology for efficiency, while ensuring customer satisfaction remains a priority. Regular reviews help maintain this balance.

Streamlining processes is essential for efficient problem-solving, but it doesn’t have to come at the expense of genuine customer care. For instance, in my experience managing a travel agency, we implemented an online ticketing system that expedited booking changes and cancellations. This not only reduced wait times for customers but also freed up our staff to provide more personalized assistance. By optimizing workflows, you can handle issues swiftly while still offering a personal touch when it matters most.

Removing unnecessary steps from your business processes can improve customer experience. And a happy/Satisfied Customer is equal to more patronage. The use of technology can contribute to removing these unnecessary steps.

Equilibrar a resolução eficiente de problemas com o cuidado genuíno pelo cliente exige simplificação inteligente. Processos ágeis e intuitivos não apenas aceleram soluções, mas também demonstram respeito pelo tempo e pela experiência do cliente. A chave está em eliminar complexidades desnecessárias, mantendo o foco na clareza e na empatia. Ao simplificar, você cria uma jornada mais fluida e satisfatória, onde a eficiência e a humanidade coexistem de forma harmoniosa.

It’s very important for big companies to think of an escalation path, there will always be edge cases and likely you won’t empower all of your support agents (sometimes we will talking about dozens of thousands of agents for large scale B2B companies) to make decisions outside of standard policy. At Rappi I’m leading the work stream where a group of users has a way to escalate the issue to 100 most senior Rappi leaders including CEO. This allows users to feel heard and also leaders to stay connected to users at personal level as well as hear about any issues faster and resolve those early.

Understanding the customer's perspective is paramount. When customer service agents truly understand the frustration and impact of a problem, they are more likely to: - Prioritize issues effectively - Find creative solutions - Build stronger customer relationships

Empowerment, Autonomy and Accountability = Success. Empowerment in customer service means giving your team the authority and confidence to make decisions on the spot. This autonomy allows them to handle customer inquiries and issues without having to go through multiple layers of approval. The result? Faster resolution times and a more personalised customer experience. Empowered employees can tailor their responses and solutions to fit the unique needs of each customer, fostering a sense of genuine care and connection.

Empowering your teams is another critical step. When employees feel confident and capable, they can solve problems more effectively and show genuine care. For example, I once trained my team in both technical skills and customer empathy. This dual approach enabled them to resolve issues promptly and with compassion. When a customer had a complex itinerary issue, my team member not only fixed the problem quickly but also reassured the customer with empathy and understanding. Empowered teams can bridge the gap between efficiency and heartfelt service

Capacitar as equipes para encontrar o equilíbrio entre a resolução eficiente de problemas e o cuidado genuíno com os clientes é essencial para o sucesso a longo prazo. Isso envolve treinamento contínuo, para que os colaboradores desenvolvam habilidades técnicas e emocionais, e a criação de uma cultura organizacional que valorize tanto a eficiência quanto a empatia. Quando as equipes se sentem preparadas e apoiadas, elas são capazes de tomar decisões rápidas e resolver problemas com um toque humano, garantindo a satisfação e a lealdade dos clientes.

I always tell my team members this fundamental mantra - for you it might be the 100th call/yet another one, but for the customer you are the first who can help. So, personalise the call throughout. Put yourself in their shoes. They must feel like they have spoken to one of their own. Else, a bot can do the job.

No mundo dinâmico dos negócios, equilibrar a eficiência na resolução de problemas com o cuidado genuíno pelos clientes é uma arte. A chave está em personalizar o serviço: entender as necessidades específicas de cada cliente, adaptar as soluções de forma ágil e eficaz, sem perder a empatia e a atenção aos detalhes. Quando o atendimento é personalizado, os clientes não só têm seus problemas resolvidos rapidamente, mas também se sentem valorizados e compreendidos, criando uma relação de confiança e lealdade a longo prazo.

Personalizing service is the key to balancing efficiency with genuine care. Use customer data to tailor interactions and solutions. In my role, I found that recognizing repeat customers by their preferences and previous interactions made a significant difference. For example, when a loyal client called in with a concern about their frequent flyer miles, we addressed the issue swiftly and added a personal touch by acknowledging their loyalty and providing extra benefits. Personalizing service makes customers feel valued, even when processes are streamlined for efficiency.

The best ways to get it done by collecting and approaching the customer for the Feedback. Either it be positive or be negative the culture should be taking the both sides. A trusted feedback hub or platform plays the vital role here.

Attention, il y a de ces cas où la résolution du problème consiste à faire reconnaître au client son tort. Il faut éviter de jeter le tord sur le client mais l'amener progressivement au travers une écoute active , une empathie sincère et des questions de compréhension bien placée pour l'amener en toute douceur à comprendre la situation. Il est également important de toujours proposer une solution ou une approche de solution. le client verra que vous avez fait des efforts pour lui.