Identifying Concerns

When addressing a customer it is important to understand the main concern first.

Most customers will arrive to the communication channel already knowing what they want to discuss with the customer service representative.

However, in other occasions it will be your responsibility as Customer Service Agent, to help the customer understand the real concern.

This is what we mean with dormant needs. It can be defined as any need that is currently not satisfied, whether it is by the product, the service or any other procedure. Generally speaking, customers are not necessarily aware that they have them.

For example, a customer might have a problem wanting to receive their birthday bonus, and they might come to the communication channel simply stating they want it now since it is their birthday.

Customer service's objective is to understand why the customer has not received their birthday bonus if his birthday was that day, explain the reason and how to solve the problem. This basic information and procedure is required to have a first contact resolution.

The customer might not know that he needs to complete KYC Level 2 Verification, for example.

Sometimes it might be difficult to understand what the customer is trying to say. As a Customer Service Agent, you will encounter several scenarios in which you will need to make a significant effort to understand the customer; this can be a language barrier or simply a customer that has a hard time getting across in a written manner.

Paraphrasing is a very useful resource when trying to understand the main concern. Some customers might not be able to fully express what they need or their concern. It is your duty to make the best of the information the customer is sharing.

Do not assume you understand what the customer is saying, clarifying the concern, will help you find the correct answers instead of wasting time answering something the customer is not actually concerned about.