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Amit Garg
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Senior Manager, People Strong
Amit comes with 23 years of experience in the HR field - and is an expert in Partnerships & Alliances at his organisation. His background is rich in economics and human resources and has led many partnerships.
Tricky workplace situation handled
By this mentor in various human skills
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- May be observing more while talking and adapting to situation would be the key, rather than sticking to your plan even if the customer is not interested
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- Be open minded, especially to new ideas, out of the box thinking. Be appreciative of a new need raised by the customer if that is the thing which exchanged your product as well Go with a positive and a yes mind
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- I have some points that i would like to share to remove any type of business 1.be fearless 2. Be open minded 3.go into a discussion with a yes mind 4. Try and see the holistic picture and a balance of long term ad well aa short term goals
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- I am content and grateful to all mighty that. I have my job in hand. I have all my family members with me. I am still better off then most of the people around - in the sense that there is so much suffering around the world and I am lucky to have so much less suffering. I feel deeply grateful to all mighty for all that I have and for all that I don't have - because what is meant for me - is already mine and what is not meant for me - will never be.
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- Putting things on the table, having clarity of what is required v/s what is available and where we want to go.
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- First, should have gauged the requirement with appreciative enquiry then get an idea about the customer budget then proceed accordingly.
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- If they all have a ball of their own - they will be playing with themselves alone and not with each other.
- This game is arranged for all male members
- when a group of people work together as per a plan to achieve something - it is called a team. When there are two teams playing - they are playing against each other to defeat the other team and hence it is important to play as per the plan of your team
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- Listening to ideas with open mind and more specifically open to do things in a different and more adaptive manner than the usual routine work.
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- I dont think Sarah is likely to make the purchase, as at the first place the entire charges were not mentioned with the products, the customer felt cheated. on the top of that, when the customer is still trying to address the issue with customer care - since it is outside business hours - the customer is asked to drop an email - which might delay the whole process of buying the product as she was in a hurry.
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- 1. Display all the information upfront related to each price tag of the furniture so that the customer is aware of the total cost they have to incur on the product. 2. Provide a phone support along with chat support so that the customer gets a feeling that someone in person is handling their queries and would understand the real issues and will provide the best possible solution.
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- Customer agent can empathize with the customer about the long wait and can guide the customer to correctly select the options on IVR
- even if we have to say "NO" we first have to acknowledge the issue of the customer and then share what all is possible and then share that the option selected by the customer is not possible
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- To give a sense of complete solution and unified experience to the customer, rather than just a robot replying to their emails.
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- Situational interview would be more specific to a situation hypothetically created and the outcome would also be limited to a few options, where as behavioral interview questions would be more subjective in approach towards the experience in the past.
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- 1. You are able to gauge the thought process of the candidate 2. able to gauge the critical thinking skills of the candidate 3. able to gauge the value system of the candidate
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- 1. Critical thinking skills 2. Values and beliefs of the individual 3. How the person would be able to cope in stressful situations
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- First try and understand the exact issue and then provide an intermittent solution along with permanent solution with the expected timelines
- Acknowledge and empathize with the customer, share the roadmap of removing the issue and providing a solution till then
- very politely hear them out, so that they vent out and be empty however do not participate much in the conversation and neither encourage them for such discussions
- request time from the customer to gather information and ensure that we revert to the customer within the timeline
- Let the team take their responsibilities of each aspect and ringfence the team if required, be the guiding source however let them lead from the front.
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- Adapting to the situation of the moment will help to change the tone of your own voice so much so that the other person feels that you understand their situation and you are the one who can help them in that situation
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- Not empathizing with the customer, Not comprehending the issues in your own words, not providing a thought through solution rather just replying with the standard reply, no customizations
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- I feel i am quite a neutral person and am not able to recall any biases that i may have at the moment
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- 1. Not to form immediate opinion. 2 Active listening people with different perspectives. 3. have open ended discussions with diverse people
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- ["Expressing concerns about the client’s debacle. Writing things such as, \"I am sorry to hear that\", or \"I am disappointed to learn that you had to experience this.\"","Reassuring the client that his/her issues will be handled carefully. "]
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- ["Checking the email for grammar only ","Reacting empathically to the customer’s emotional strain expressed in the email. ","Referring to the client by name. ","Showing gratitude to the customer for the time s/he spent writing the email. ","Answering some of the client's questions. "]
