As a fintech company, you work hard to ensure that nothing goes wrong. But when things do go wrong, like they inevitably will, how you handle the situation can make the difference between a customer who churns, and a passionate ambassador for life. In this episode, we speak with Francis Appiah, the Operations Manager at expressPay.
Francis speaks about hiring great support teams, and how a diverse support team leverages past experiences, skills and relationships to go above and beyond when solving customer problems. He also discusses how to balance providing great customer service to even the most difficult customers, while protecting team welfare.
IN THIS EPISODE WE TALK ABOUT2:38 — How the customer support team is set up at expressPay
3:53 — What skills should an excellent support team member possess?
8:11 — How expressPay's customer support team measures success
9:24 — [Paystack Product Alert] Introducing Paystack Transfers paystack.com
10:43 — Why cross-functional teams result in better customer outcomes
11:41 — Values to watch out for when hiring for customer service roles
13:29 — What an obsession with customer happiness looks like at expressPay
16:35 — How expressPay handles acutely difficult customers
LINKSThe Decode Fintech newsletter is a weekly email summary of the most important news in African fintech. Subscribe to receive original commentary and curated stories, as well as the latest episode of the podcast.
Paystack helps Africa's most successful fintechs build and scale popular financial service products with the industry's best-documented APIs. Please visit paystack.com/fintech to find out more.
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