Business
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 expressPay3:53 — What skills should an excellent support team member possess?8:11 — How expressPay's customer support team measures success9:24 — [Paystack Product Alert] Introducing Paystack Transfers paystack.com10:43 — Why cross-functional teams result in better customer outcomes11:41 — Values to watch out for when hiring for customer service roles13:29 — What an obsession with customer happiness looks like at expressPay16:35 — How expressPay handles acutely difficult customersLINKSConnect with Francis on LinkedInCheck out expressPayFOLLOW USThe 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.Subscribe to the Decode Fintech NewsletterFollow Decode Fintech on TwitterDECODE FINTECH IS BROUGHT TO YOU BY PAYSTACKPaystack 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.