I’m sure we’ve all heard the saying, “The customer is always right.” It’s a statement that’s been passed down from industry to industry across different generations all over the world. It emphasizes that customers should always feel validated and prioritized. But is it that simple, especially considering this year’s customer service week theme of going above and beyond? Maybe. Maybe not!
After more than eight years of continuously adapting to the fast-changing industry and prioritizing our customers’ needs, one key thing we’ve learned is that going above and beyond for customers means much more than simply hosting a Customer Service Week “of the year” or turning “we go above and beyond for our customers” into a mantra. To gain a deeper understanding of what it truly means for customers to always be right and for businesses to exceed their expectations, we held the latest Flutterwave Product Workshop on October 30th, 2024.
During the panel session moderated by Linda Apesin, Associate Vice President (AVP), Customer Experience at Flutterwave, we engaged some of the brightest minds in the field. They included our own Oluwaseun Olatunde of the CX Quality Assurance Team and prominent names such as Bukola Willoby, Head of Customer Success at Piggytech, represented by Lilian Onochie, Customer Success Lead at PocketApp by Piggyvest.
Additionally, we heard from seasoned experts like Oluchi Okorie, General Manager of Digital Commerce and Growth at Wakanow, and Chidiogo ‘Coco’ Mbelede, CEO and Founder of House of Coco Skincare. Below are some of the key takeaways from the workshop.
1. Yes, Customers Are…
“The customer is always right”—yes, but we’ve realized that this is not always the case. Hear me out. Customers may not always be “right” in a literal sense, but their preferences, choices, and expectations unarguably have a significant influence on the market. Businesses must adapt, listen, and respond to their needs. After all, no one set up a shop just to sell to themselves.
“A customer with purchasing power has the right to decide where and how to spend their money” Oluchi Okorie stated. She however reminded attendees that while “The customer may be right..,” business owners as the experts, must fulfill their important duty of educating, not lecturing, customers. This will help them navigate their choices so they can make informed decisions.
2. Empathy is Essential…
Sound like another buzzword? Honestly, it isn’t. As Lilian Onochie accurately noted, “You can’t outrightly tell a customer they’re wrong, but you can use empathy to resolve their issue while educating them.” Imagine this, you’re debited for a bank transfer but your recipient never got the value. Would you feel more reassured by Agent X, who checks in regularly and updates you on any progress (even if there’s no solution yet)? Or by Agent Y, who communicates occasionally and rarely responds when you follow up?
In these situations, it goes beyond the resolution itself—it’s about letting customers know they’re valued and that someone is there, actively working to resolve their issues. Lilian added “Going over and beyond means communicating with the customer every step of the way, no matter how long resolution takes.” She highlighted that empathy and transparency are key for handling customer disputes, and turning difficult interactions into trust-building moments especially when money is involved.
3. AI is a Helper…
This isn’t another episode of whether AI will take our jobs or not. Instead, it is a call to recognize and embrace AI as a tool to make it easier for customer service professionals to excel in their roles. Oluwaseun Olatunde emphasized the importance of striking the right balance: “AI integration improves efficiency in customer experience but you need to build personalized automation that’s both relevant and captures the customer’s emotions,” he commented.
Sharing thoughts on technology for small businesses, Chidiogo ‘Coco’ Mbelede stated, “New business owners should consider technology-enabled solutions like Shopify to keep costs low while automating processes”– Flutterwave is integrated with Shopify for businesses to collect payments seamlessly from customers all over the world. It goes without saying that tech or AI is rarely a one-size-fits-all solution. While there are certain standards such as AI bots quickly transferring to a human agent when necessary, businesses must find and implement strategies that add the most value to every customer interaction.
4. Collaborate Internally
The panelists also emphasized the significance of internal collaboration in providing customers with the best possible experience. This collaboration leads to effective external customer service and is vital for ensuring a useful feedback loop. For instance, it contributes to empowering frontline agents with the skills, information, and authority they need to make informed decisions, which allows them to support customers effectively from start to finish and reduces resolution time.
Similarly, as employees often serve as the first point of contact for many customers, regular interactions between customer teams and other departments, especially in large companies, are crucial. These interactions help equip everyone with the fundamental knowledge necessary to address customer pain points comprehensively.
5. Finally, Don’t Stress Your Customers!
Whether you rely on AI, technology, human interactions, or combine all depending on your industry, needs, or available resources, one rule should guide every choice: don’t stress your customers. Every step should make their experience smoother, not more complicated. If a process feels excessive or awkward to you, it would probably feel the same to them, so skip it. Adopting an easy-to-access support system across multiple channels will also position you to meet and attend to your customers wherever they are.
Don’t you think the workshop offered many invaluable insights for enhancing customer experience? We have more in store for you! In preparation for the most wonderful time of the year, we are organizing another session on December 4th. It is titled Preparing Your Business for the Holiday Season: Boosting Sales and Strengthening Security.
Join us as we explore strategies to help you increase your sales and protect your business from holiday fraud during this festive season. Click here to reserve your spot now.