One way for the seller to seek opportunities is to put himself in the role of the supplier. This is often not possible because we do not know the supplier's operational details.
Imagine that you own a company that sells IT solutions, training and produces training materials.
Imagine also that you as a consumer are a customer of an e-commerce site. Now when you make a purchase on the internet, your data has been violated and strangers have made purchases by pretending to be you. Imagine the whole process involved that involves this situation so that you as a customer are compensated and the problem is solved
Well this situation happened to me and for two weeks I got involved with this problem.
The first thing I decided was to prepare my spirit to deal with this situation in the most possible way. This may have been the most important decision of all.
One attitude I took was to call the customer relationship center. This is increasingly difficult, given that the internet service, already contemplates almost all the possibilities of solutions of problems.
In my case, since the problem involved returning merchandise, a telephone contact was necessary.
However in the telephone service itself, the use of artificial intelligence is intensive and when your call arrives the attendant is already an exception.
In these cases, despite the attention and education of the attendants, it is often noticed that there is a lack of technical preparation, or knowledge of the activities involved in a logistics process.
After going back and forth with a client, and at the end having all been solved, if I were an entrepreneur in the Information Technology, Training and Production of Training materials, as mentioned above I would have thought:
How is the Information Security process - Since my account was violated?
How is the digital transformation of this e-commerce taking place, since the implementation of artificial intelligence does not cover certain situations resulting from the failure of information security?
How are call center attendants recruited and trained to handle exceptions, since in my case, I had to inform that the process could be trachear my requests by the number in the invoices
How is the training of these staff and recycling process?
How is the training documentation?
How is the recruitment process and what are the criteria?
How is the management of this service
As I commented earlier I could only have thought of this case and put myself in the supplier's place if I had made the decision to be calm and patient. In fact to elaborate these questions I put myself in the situation of wanting to consciously enjoy and analyze what we are talking about today's customer experience.
So the best way to solve problems is to try to fully understand how a business would function and what failures are likely to occur. With this the seller has possibilities to visualize possible similar opportunities where their products or solutions, can best the client's business coming up desirable wins the win