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Primal Charles
Team Manager, Reed Elsevier
Primal is an experienced management professional with exposure to customer service and process management across different industries. Prior to Reed Elsevier, she's worked with Accenture, WNS and Wipro.
Tricky workplace situation handled
By this mentor in various human skills
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- Did not understand my need, trying to sell what they have rather than what I need,too much of info, misleading sale
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- Did not know the customer needs and wants,never gave customer a chance to express,more focused on his sales pitch
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- Spirit of engagement, inspiring for attendees, sharing learning experience,how to improve lead sales,,best practices learning
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- Bringing people from different Business units or verticals to share learning’s, best practices,inspire and motivate employees and keep them engaged
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- Yes it is . We have it as a policy as it helps us to keep us engaged and help in continuous learning
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- Learn different approaches to solve problems, be inspired and motivated and be engaged., learn best practices
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- Analysis of negativie feedback, implementation of suggestions, improvement mentioned during past sales
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- It is a key strategy for my business
- Better customer experience leading to word of mouth, creates moment of truth
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- Long wait time,defective product, incorrect colour,poor service,no first call resolution,warranty issues,
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- Focus on improving her eye contacts,gestures, facial expressions and her body language
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- Being more conscious, practising body language, focusing on eye contact and gesture
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