Experience is everything and that shines through in the manner with which we focus on solving problems.
At Remita, we recognise that customer service is more than answering telephone calls or responding to messages but being attentive to the needs and wishes of our customers by constantly striving to meet expectations in every interaction.
We are proud of our support team who genuinely aim to understand and care about customer satisfaction for the purpose of making our services accessible, personalized, informative, and proactive. Whether you reach out to us via phone, email, messaging, live chat, social media… technology helps us track messages, making it possible to seamlessly switch between communication channels. In our opinion, life is better when we bring some value to others.
Our teams don’t just do their jobs, nor do they make helpfulness conditional to a customer’s attitude because we convey our understanding of empathy, positive communication, and overall responsibility always.
As we continue to provide services in the financial sector, we know that our support teams make the difference in how we are perceived. In this article, we’ll let you in on the actions we take to develop a long-term relationship – to stay friends – with our customers.
How We Connect And Become Friends With Our Customers
- Going the Extra Mile
Customer services entails going beyond what is in the job description to exceed customer expectations. It requires answering questions with patience and resolving problems with a positive attitude. Our priority is to encourage customer loyalty by offering a service which the customer feels is consistent and trustworthy.
- Positive Attitude
Customer service is largely about attitude. Even when we you cannot solve a customer’s problem immediately, we believe having a positive and caring attitude can make the customer feel heard. We do this by listening, showing empathy, serving with a smile, and being patient.
- Knowledge
We operate in the financial services industry where products are being introduced into the market on- a regular basis. While we provide solutions to common challenges, using technology to create a ripple effect, we also work round the clock to help our support teams gain sound knowledge of the products we offer so that they can assist clients with confidence. Our ability to advise customers with the best solutions in a knowledgeable manner inspires trust and reliability in our products and services.
- Empathy
We put the customer at the center of everything you do, being driven to help them because they are the hero of our story. Being empathetic is how we respond with compassion, being able to understand issues from our customers perspective, no matter the circumstances.
- Efficiency
We know that great customer service entails delivering fast and efficient assistance, without compromising on quality. This also involves anticipating problems before they happen. For example, if we know the business will be busier over certain peak periods, we will make sure that there are additional staff scheduled.
- Focus on Details
Besides aspects such as product knowledge, being friendly and listening to the customer, customer service is also about the details. When we receive a complaint via email or telephone, we respond with detailed feedback. This makes customers feel that we are attentive and proactive in solving their problem. Being personable and customizing our response to meet their needs also solidifies our business relationship with the customer.
Statistics shows that it costs five times more to acquire a new customer than to retain existing one. That’s why excellent customer service is pivotal in our view. We thank you for choosing us and we hope to consistently serve you in the best possible way.
Happy Customer Service Week 2023!
