What have you learned here that has made you better in your role?
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PayoneerIn this insightful video, CK Wang, a Customer Success Manager at Payoneer's Growth department in Shenzhen, China, shares valuable lessons learned over four years with the company. CK emphasizes the importance of asking the right questions to efficiently address customer concerns, rather than rushing into action. Through patient guidance and careful inquiry, CK ensures customers clearly define their issues, leading to quicker and more accurate resolutions. This approach not only enhances customer satisfaction but also reflects CK's growth and expertise in delivering exceptional service.
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Full transcript
I have worked at Pioneer for more than four years and I think the biggest learning should be asking the right question is more important than rushing to act. As a customer success manager, a crucial part of my role is helping customers clearly define the problems they are facing. So we can find the fastest way to resolve them. Customers often come to us with complaints like the future is not working, a payment hasn't arrived. In these situations, it's essential to patiently guiding to uncover the real estate before jumping into solutions. If I just would add without digging deeper, efficiency suffers. For example, if the client says my Amazon transfer hasn't arrived, is it lost? Earlier in the Pioneer, I would have immediately contacted the global banking team to track the payment. But now, I would start by asking when did you initiate the payment from Amazon? If the client only did the transfer yesterday, the payment would be difficult to arrive in their Pioneer account today. So, I would explain that overseas bank transfer typically takes hours one to two business days and suggests they're waiting a bit longer and no oil aren't taken needed for this case.
