An activity during our Customer Service training workshop with a charity that processed donations where we asked, ‘What recurring problems do you experience with customers?’ the Finance Officer revealed regular refunds to unhappy donors.
Why? Because the charge on their credit card was not the name of the charity but a generic identifier.
By the time they find out from their financial institution who the charge is from, they are so off-side, they want a refund.
Solution? Change the account name appearing on a donor’s credit card statement.
This is a typical example of a customer frustration that are unearthed at our workshops by asking a targeted question, ‘What recurring customer frustrations do you handle in your role?