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Honey Pamnani
Impact Investments, NSDC
Honey holds a degree in Law from IIT, Kharagpur and is a Young India Fellow. She has a decade of experience in digital transformation, strategy and business development.
Tricky workplace situation handled
By this mentor in various human skills
1
- While some of the common complaints can be charted out clearly and an AI tool can be established to sort that out, yet this cannot overlook the need for a human customer care executive. Customers usually complain regarding issues with the refund or if they are stuck in some process flow.
2
- They would be disappointed and might move on with the competitor company or will go on complaining about their experience over public forums and even consumer courts
3
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- The best way to teach this skill is hypothetically creating a case situation and adopting role-playing.
4
- The one which is trendy yet comfortable. If the customer is price sensitive then that also becomes an equally important factor.
5
- This reminds me of an incident when I was buying a garment for a special occasion. The salesperson sold that to me like it was specially created just for me. It was over my budget but I had got so attached to it that I couldn't resist myself from buying it. Such personalization experiences are usually a great hit.
6
- I am a staunch believer in learning by doing. I would always like to teach any skill to a newbie by creating a case situation and observing their natural instincts and then guiding them basis my experience.
