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How do you prioritize and address the most urgent customer pain points?

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As an administrative assistant, you are often the first point of contact for customers who have questions, complaints, or suggestions. Your role is not only to provide information and support, but also to listen and understand their needs and problems. In this article, you will learn how to use feedback to identify customer pain points, and how to prioritize and address them effectively.

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Norma Burroughs

Executive Assistant for the Mid-Atlantic Region at Amedisys

1 What are customer pain points?

Customer pain points are the specific issues or challenges that customers face when using your product or service, or when interacting with your company. They can be related to quality, price, convenience, functionality, or expectations. Customer pain points can affect their satisfaction, loyalty, and retention, and can also create negative word-of-mouth and reviews. Therefore, it is important to identify and solve them as soon as possible.

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Barbara Eckley

Co owner at Apollo insurance group
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Being a empathetic listener is a top priority when you speak to customers! Really taking the time to ask questions and to find out their specific issues is so important ! Do not be to eager to jump in until you have their complete issue! We have never walked in their shoes so we always have to take the time to show we care !

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Heidi Radburn

Graduate Accommodation Officer at University of Oxford
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Being empathetic is key. We have no concept of what challenges they may have faced prior to reaching out to us and i always feel that even if their first interaction is confronting that this may not be the best version of who they are and they are reacting to something more. It just requires a moment to say "It's ok, lets take a moment together and then we can see what we can do"

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Anthea Berry, BA Hons.

Cross-functional Customer Service Specialist | Success via Process Administrative Innovator| Communication Focused Relationship Builder | Proactive Dynamic Problem Solver | Development Oriented Leader |
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Details of the complaint are key-careful listening to all levels and aspects and adjusting the communication with the individual to suit the requirements they note as integral in the resolution. I make a point to focus and listen closely, then repeat back what I understood, confirming with the customer so that time is not wasted by misunderstanding. If there is a forum for it, I also try to get the customer to give me an idea of the ideal outcome. If you know what they are looking for it can direct your course of action for the process of resolution.

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Preciosa Rose

Human Resources Assistant at Spurgeon's College
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As a customer service, I would ensure the first instance the phone rings, I will politely greet the client with a smile, listening is a important key to establish the client needs and the reasons for their call and solve the problem in a polite way. Ensuring I will be able to answer all queries according to companies policy and procedure to their customers/clients.

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Giovanna DeLeon, MBA

Administrative Assistant at Colton Joint Unified School District
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In my experience, whether in person or on the phone, greeting customers with a smile and being polite will go a long way. It is all about showing the customer that you care and that they are being heard. Listening and asking the proper questions so that I understand a customer's struggle has helped resolve issues with haste. Even if it is not in my line of work, or expertise, I do my best to resolve the issue firsthand. This can mean doing research or locating the person with the best knowledge and capabilities to help that customer.

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2 How to collect feedback from customers

There are many ways to collect feedback from customers, depending on your goals, resources, and preferences. Surveys, reviews, interviews, and feedback forms are some of the most common methods. Surveys can be used to rate customer experience, satisfaction, and likelihood to recommend, as well as to provide open-ended comments or suggestions. Reviews can be monitored regularly and responded to, while interviews can be conducted one-on-one to ask more in-depth questions. Feedback forms can be embedded on websites or apps, or used through pop-ups, chatbots, or email.

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Norma Burroughs

Executive Assistant for the Mid-Atlantic Region at Amedisys
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Many people have an innate aversion to surveys in general. I have found that a personal e-mail sent to an individual inquiring about their experience as a customer has been more well received.

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3 How to analyze feedback from customers

Once you have collected feedback from customers, you need to analyze it and extract meaningful insights. To do this, you can use qualitative and quantitative methods such as categorizing feedback into different categories, measuring and comparing the frequency, intensity, or impact of feedback, and ranking feedback according to its importance, urgency, or feasibility. You can also use tags or labels to identify the main topics, themes, or aspects of feedback, metrics such as ratings, scores, percentages, or averages to measure and compare the data, and tools such as the Eisenhower matrix, the MoSCoW method, or the RICE score to help you prioritize feedback. Visualizing and summarizing the data with charts, graphs, or tables can also be helpful.

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4 How to address feedback from customers

After analyzing customer feedback, it is important to address it and take action. Acknowledging the feedback is a great start, as it shows customers that their opinions are valued and appreciated. Communicating with customers about the actions taken to solve their pain points, and updating them on the progress and results, is also important. Finally, implementing the changes or improvements based on the feedback received, and monitoring and evaluating the effects of the actions, will help measure the outcomes and benefits.

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Norma Burroughs

Executive Assistant for the Mid-Atlantic Region at Amedisys
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Once again, reaching out in a personal e-mail to the customer often results in feedback which they would not share in any other format.

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5 How to use feedback to improve your skills

Feedback is a great tool for administrative assistants to identify and address customer pain points. It can help you hone your listening skills, such as active listening, paraphrasing, summarizing, and reflecting. You can also develop your problem-solving skills, such as defining the problem, generating alternatives, evaluating options, and choosing the best solution. Additionally, feedback can help you improve your communication skills, including verbal, non-verbal, and written communication. With these skills, you can use clear, concise, and courteous language, and adapt your tone, style, and format to your audience and purpose. Ultimately, using feedback to identify customer pain points can help you increase customer satisfaction, loyalty, and retention, as well as improve your own performance and professional development.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Norma Burroughs

Executive Assistant for the Mid-Atlantic Region at Amedisys
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It is important to relay to the customer that improvements made in response to their input were, in fact, a direct result of their communication. Even if the issue was never completely resolved, everyone likes to know their opinion was heard and considered.

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How do you prioritize and address the most urgent customer pain points?

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3

4

5

6

1 What are customer pain points?

2 How to collect feedback from customers

3 How to analyze feedback from customers

4 How to address feedback from customers

5 How to use feedback to improve your skills

6 Here’s what else to consider

Administrative Assistance

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How do you prioritize and address the most urgent customer pain points?

1

2

3

4

5

6

1 What are customer pain points?

2 How to collect feedback from customers

3 How to analyze feedback from customers

4 How to address feedback from customers

5 How to use feedback to improve your skills

6 Here’s what else to consider

Administrative Assistance

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