What kinds of information does your customer service team likely need included in each persona?
- They’re service level agreement (SLA) when serving people who match that persona.
- The percentage of your customer base represented by that persona.
- The persona’s full contact information and purchasing history so they know how to respond to service calls from them.
- The parts of your offering that the persona likes most and least.
Explanation: The correct answer is The parts of your offering that the persona likes most and least. Customer service teams require insights into the preferences, likes, and dislikes of each persona regarding the company’s offerings to effectively address their inquiries, concerns, and issues. Understanding the parts of the offering that resonate most with the persona allows customer service representatives to provide tailored support, guidance, and solutions that align with the persona’s preferences and needs. Similarly, being aware of the aspects of the offering that the persona likes least helps customer service teams anticipate potential pain points or objections and proactively address them to enhance the overall customer experience. By incorporating this information into persona profiles, customer service teams can deliver more personalized and relevant support, fostering stronger customer relationships, increasing satisfaction, and driving loyalty. Therefore, the correct answer highlights the importance of understanding persona preferences and dislikes in empowering customer service teams to provide effective and empathetic support that meets the unique needs of each customer.
