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Grace Jebaraj James
DGM, Paradeep Phosphates Limited
Grace is a maintenance engineer-turned-Marketing executive. He has extensive experience in B2B marketing to market bulk chemical commodities, precious minor metals and industrial By-products from chemicals/metals/minerals manufacturing industries.
Tricky workplace situation handled
By this mentor in various human skills
1
- Take a pause, list down the problems stated and sit for reviewing the project. Seek opinion from others, take responsibility as a leader for the complaints and problem also ensure that it doesn't affect employee motivation. Make them understand that the issues will get resolved if everyone puts their full efforts. It is important to understand that the problems are solvable by the team. Need to motivate the team and make them to work again on the issues to overcome the problems in new LMS.
2
- If you speak loudly , then no one can hear properly so it is important to talk with empathy rather than shouting . I also believe in the quote that "The real power of a leader is in the number of minds he can reach, hearts he can touch, souls he can move, and lives he can change.” A leader should be a - 1. Credit sharing person. 2. A person who understands perspectives of others. 3. A human who communicates with empathy. 4. A mentor who understands the strengths and weaknesses of his team. 5. A person who builds a cohesive, self-reliant team. 6. A great man by creating more leaders. 7. An influencer by taking courageous and ethical leads. 8. A motivator who should spread positivity and happiness.
3
- Many things are there for customer to complaint as the same cannot be defined but few of the complaints shall be from product quality, delay in service, misunderstanding about the product, technical difficulties and payment queries.
4
- If customers complaints haven't been addressed then - 1. They will become distressed; 2. Loss of Customer; 3. Loss of business; 4. Lack of motivation among employees due to losing customers.
5
- Some ways to defuse the customer's anger are - 1. Allow them to vent their frustration. 2.Listen them with empathy and respond positively. 3.Focus on customer which allows to detach from the emotional biases. 4.Show them an attitude of caring.
6
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- Handling customer is the art of marketing which will yield good benefits in terms of business growth, customer retention, happy employees. To handle a customer who is frustrated, we need to treat them with care, listen with empathy, respond positively and ensure that their issues were listened to and they need to feel that they have been heard. Rather than solving an issue, it is most important to understand customer's problem and their requirement. To solve any customer issue/handle any frustrated customer, all the employees needs to be flexible and they need to be trained on technical matters /policies to give instant solution for any problem.
7
- To deal the stated problem my suggestions are 1. Make employees to feel associated/part of the organization. 2. Offer more benefits not just monetary 3. Ensure career progression scheme/ tracking mechanism 4. Maintain work-life balance for the employees 5. Maintain flexible working hours/modes for employees 6. Employee welfare schemes (Medical insurance, paid vacations, children educations etc.,)
8
- Each employee is an asset of any organization , losing an employee will create a space which can not be filled easily. Hence, organization can adopt methods/define policies to retain employees at all levels. It is important to understand that when an employee joins an organization he comes with lot of expectations and dreams and similarly when an employee leaves an organization he takes away all the good learnings and experiences with him which could have been useful for organization growth. So, it is important to focus on employee retention rather than focusing on recruitment and replacement of the vacant. To retain employees following practices can be implemented: 1. Make employees feel associated/part of the organization. 2. Offer more benefits not just monetary. 3. Ensure career progression scheme/ tracking mechanism. 4. Maintain work-life balance for the employees. 5. Maintain flexible working hours/modes for employees. 6. Employee welfare schemes (Medical insurance, paid vacations, children educations etc.,)
9
- Comfortable in wearing; Provides you a perfect fit; Trendy; Economical and suits customer budget; Durable and has good life span; Unique and differentiate you from others; Attractive
10
- Design and deliver the product according to customer needs instead of delivering standard product with standard specifications. Customer pre-order the product as per their requirement defined the product portfolio and the product's final stage will be processed as per customer's requirement. Personalization is the booming trend in retail market now a days.
11
- There is a thin line between personalization and privacy , we need to be cautious in offering personalized products to customer without involving their privacy matters. To demonstrate the best practice of personalization we need to communicate proactively about the privacy policy, demonstrate value for exchange of data. Personalization is the art of modern marketing which helps to sustain the competitive market. When you introduce personalization for the retail products, you make customers part of your process and they feel valued and eventually the business grows.
