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Nandakumar Gopalakrishnan
Customer Success Lead, L&T Infotech
With 16 years of global experience in Solution Design and Sales Strategy, Nandakumar is a Senior Manager & Head – Business Solutions and Customer Success, Asia Pacific.
Tricky workplace situation handled
By this mentor in various human skills
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- The fundamentals of grammar and sentences give confidence to the reader about our seriousness and importance to the actions
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- Scenario: Customer wanted more clarity on the pricing proposed. Checklist: a) Address the customer by name b) Thank the customer for reviewing our quote and asking for clarification c) Address all the questions asked by customer and ensure it is in line with the document submitted d) Check for grammar, right commercial document before shipping
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- Simulate some scenarios and help them build bespoke mails to ensure they understand different scenarios
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- a) Not answering all questions from customer b) Stereotypic responses/ solutions c) Too apologetic in mails throughout
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- As a solution provider, it's important to bring the aspect of politeness, perseverance, confidence, and customer empathy which will give the customer comfort
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- a) Brings focus and clarity b) Alignment to management vision c) Better control on work-life balance d) Reduce noise and distraction
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- Create a time calendar and monitor the time along with the mentee and identify the spots where there is an issue in time management
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- Understand from the customer on a particular transaction and keep connecting to customer based on the details available with them so that the basic confidence is ensured.
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- Connected with customer by calling his name Providing customer with complete details so that the customer has a contact person to call back incase of technical issues Briefing to internal team regarding the situation so that the colleague knows why the customer is calling Introduced the customer to her colleague and then disconnected the call
