{"id":20947,"date":"2024-06-06T13:17:06","date_gmt":"2024-06-06T07:47:06","guid":{"rendered":"https:\/\/coinswitch.co\/building-blocks\/?p=20947"},"modified":"2024-06-06T13:51:24","modified_gmt":"2024-06-06T08:21:24","slug":"why-i-love-my-job","status":"publish","type":"post","link":"https:\/\/coinswitch.co\/building-blocks\/why-i-love-my-job\/","title":{"rendered":"“Turning discontent into delight: This is why I love my job”"},"content":{"rendered":"

At CoinSwitch our goal\u2014every day\u2014is to provide users with the best possible experience. Their problems are ours too. We even codified it as one of our six company values: Crazy About Customers. This series celebrates our customer champions\u2026 folks who went beyond their remit to delight a customer. Here\u2019s Chapter 4:<\/p><\/blockquote>\n

In this chapter, we introduce you to Hema, a Customer Experience Analyst II at CoinSwitch, who exemplifies this value in her approach to customer service.<\/p>\n

What was the customer\u2019s problem?<\/h2>\n

\u201cDissatisfied with Customer Support,\u201d the email subject line read. My heart sank a little \u2014 this is not the experience we promise our customers. I opened the email and went through it in detail. The customer, Gagandeep, was frustrated after multiple failed attempts to create a new account on CoinSwitch using a different mobile number with the same PAN. Our security protocols had prevented this, leaving Gagandeep exasperated.<\/p>\n

How did you handle the issue?<\/h2>\n

I decided to call Gagandeep directly. As the phone rang, I prepared myself for what I knew would be a difficult conversation. When he answered, I could hear the frustration in his voice.<\/p>\n

“Hello, this is Hema from CoinSwitch Support. I see you’ve had some trouble with your account, and I\u2019m here to help resolve it for you,” I began, trying to convey empathy and readiness to assist.<\/p>\n

Gagandeep vented his frustration, explaining how he had tried multiple times to get a clear answer. He wanted to create a new account with a different mobile number using the same PAN, but just could not. I patiently explained that our policy allows only one account per PAN to maintain security and compliance.<\/p>\n

I could sense his initial resistance, but I calmly laid out his options\u2014he could continue with his existing account or update the mobile number of his current account, without trying to create a new account altogether. He began to relax. He hadn\u2019t realized this was a policy issue; he thought it was a system malfunction. Understanding this brought him some relief.<\/p>\n

With his consent, I updated his mobile number right there on the call by connecting with the respective teams. This process typically takes 48 working hours, but I was determined to fast-track it and not leave the customer hanging. I reassured him that his frustration was valid and apologized for the confusion and inconvenience.<\/p>\n

Was the customer happy with the resolution?<\/h2>\n

\"\"<\/p>\n

By the end of our call, Gagandeep\u2019s tone had completely shifted. He thanked me, his voice carrying a mix of relief and gratitude.<\/p>\n

\u201cYou’ve been really helpful, Hema,\u201d he said. \u201cThank you for taking the time to explain everything.\u201d<\/p>\n

Hanging up, I felt a deep sense of accomplishment. A dissatisfied customer is the last thing we want at CoinSwitch, and being able to resolve the issue quickly meant a great deal to me \u2014 this is why I love my job.<\/p>\n

\"\"<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

A dissatisfied customer is the last thing we want, and being able to resolve the issue quickly meant a great deal to me.<\/p>\n","protected":false},"author":89,"featured_media":20960,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6975],"tags":[6855,7020,7023,7110,6999],"class_list":["post-20947","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-delight","tag-coinswitch","tag-coinswitch-customer-care","tag-coinswitch-customer-support","tag-cs-support","tag-user-delight"],"acf":{"json_ld_schema":"","json_ld_custom_schema":"","youtube_vodeo_url":"","seo":{"title":"","keywords":"CoinSwitch, CoinSwitch customer care, CoinSwitch customer support, CS support, User Delight","description":"","canonical":""},"blog_banner_image":{"ID":20960,"id":20960,"title":"Hema - Customer Success Story thumbnail","filename":"Hema-Customer-Success-Story-thumbnail.jpg","filesize":68186,"url":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail.jpg","link":"https:\/\/coinswitch.co\/building-blocks\/why-i-love-my-job\/hema-customer-success-story-thumbnail\/","alt":"","author":"90","description":"","caption":"","name":"hema-customer-success-story-thumbnail","status":"inherit","uploaded_to":20947,"date":"2024-06-06 08:18:07","modified":"2024-06-06 08:18:07","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/coinswitch.co\/building-blocks\/wp-includes\/images\/media\/default.png","width":538,"height":330,"sizes":{"thumbnail":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail-150x150.jpg","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail-300x184.jpg","medium-width":300,"medium-height":184,"medium_large":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail.jpg","medium_large-width":538,"medium_large-height":330,"large":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail.jpg","large-width":538,"large-height":330,"1536x1536":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail.jpg","1536x1536-width":538,"1536x1536-height":330,"2048x2048":"https:\/\/coinswitch.co\/building-blocks\/wp-content\/uploads\/2024\/06\/Hema-Customer-Success-Story-thumbnail.jpg","2048x2048-width":538,"2048x2048-height":330}},"blog_coin":false,"download_the_app":{"button_value":"","button_url":""},"twitter_card":{"twitter_title":"","twitter_description":"","twitter_link":""},"maturity_tag":"Beginner","post_author":false,"guest_author":false,"hide_toc":false,"related_stories_from_category_or_tags":"cat","select_category":false},"yoast_head":"\n"Turning discontent into delight: This is why I love my job" - 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