In the Spotlight: Comfort's Approach to Exceptional Customer Service

In celebrating Customer Service Week, we shine a light on the dedication and commitment of the team that builds Qwid. Today, we feature Comfort, a customer support associate whose passion for helping others exemplifies our approach to exceptional service. Her insights reveal how attentive listening and empathy can transform customer interactions into lasting relationships.

Q: Can you introduce yourself by telling us your name and what you do?

Comfort: My name is Comfort and I am a customer support associate. I receive customers' feedback and enquiries and provide them with adequate resolutions.

Q: What is the most rewarding part of your job?

Comfort: The most rewarding part of my job is seeing the direct impact I can have on a customer’s experience with a product. I recently had an experience where I was able to quickly solve? a customer's issue. This swift resolution built a strong level of trust, and the customer has remained one of our loyal customers because of that service.

Q: This leads us to the next question which you've kind of answered already. Can you share a memorable customer interaction?

Comfort: One of my most memorable customer interactions was an incident when a customer reached out to me involving a complex issue. This happened about four months ago. The customer felt comfortable contacting me because I was always available to help. After discussing the issue several times, I discovered that the problem was due to incorrect beneficiary details.?

I made an effort to empathize with her situation. I listened attentively and reassured her that we were committed to finding a solution. I provided regular updates until the issue was resolved. This experience reminded me of the impact my work can have on others and reinforced my commitment to delivering excellent customer support. It inspired me to strive for excellence in my role continually.

Q: What are some of the most common questions you get from customers?

Comfort: Customers reach out to us about many common questions daily. Some customers ask if we offer instant transactions, which we do. Others inquire about the requirements for our KYC verification. Additionally, some customers want to know about partnering with us or plugging into our API. They also ask about minimum transaction amounts and whether our app (Qwid) is available on the Apple Store.

Q: How do you stay positive during challenging phone calls?

Comfort: Before I start a call, I'm always prepared. I remind myself that my goal is to help customers overcome their challenges. This mindset helps me effectively handle difficult situations with both new and loyal customers. By listening carefully to their concerns, I show that I am attentive and always empathise with them. I make sure not to interrupt them; instead, I allow them to express their feelings while listening carefully.

Q: Can you tell us what your favourite feature on Qwid is?

Comfort: My favourite feature right now on Qwid is the Alipay feature.

Q: If you could give one piece of advice to our customers, what would it be?

Comfort: First and foremost, they should understand that they can reach out at any time—even when they are unclear about some things on the app. Our lines are always open 24/7 for live chat on the platform so they can contact us anytime; we can resolve any challenges or issues they have at any time.

Q: What’s your go-to method for solving customer issues quickly?

Comfort: I listen attentively to customers and thank them for bringing their issues to our attention. As I'm speaking with them, I record details of their complaints and gather facts because if a customer has issues with a transaction, it's essential for me to know how much is involved and when it occurred so that I can trace it effectively.

Q: What do you enjoy doing outside of work?

Comfort: I love cooking and spending time with my family.

Q: How can customers best reach you if they need assistance? What’s most effective for them?

Comfort: The most effective channel is our customer service line or live chats on the Qwid website.