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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
1
- Did not understand my need, trying to sell what they have rather than what I need,too much of info, misleading sale
2
- Never understand what the customer want , sell what they have
3
- Lose customers, brand loyalty is impacted,less sales , low profit
4
- Did not know the customer needs and wants,never gave customer a chance to express,more focused on his sales pitch
5
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- Share learning’s of bad customer services,role play,videos
6
- Spirit of engagement, inspiring for attendees, sharing learning experience,how to improve lead sales,,best practices learning
7
- Bringing people from different Business units or verticals to share learning’s, best practices,inspire and motivate employees and keep them engaged
8
- Yes it is . We have it as a policy as it helps us to keep us engaged and help in continuous learning
9
- Learn different approaches to solve problems, be inspired and motivated and be engaged., learn best practices
10
- Share best practices,training programs, panel discussions of experts
11
- SMS and email surveys , feedback calls, online survey, walk in feedback form
12
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- Analysis of negativie feedback, implementation of suggestions, improvement mentioned during past sales
13
- Surveys, suggestion or feedback form, complaints,
14
- It is a key strategy for my business
- Better customer experience leading to word of mouth, creates moment of truth
15
- - my personal experience of best customer service provided to me - creative videos
16
- Long wait time,defective product, incorrect colour,poor service,no first call resolution,warranty issues,
17
- Try providing alternate model, provide some freebies
18
- Yes
- Going the extra mile to make sure the customer needs are met
19
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- Sharing of feedback,role play,
20
- Body language, facial expressions, eye contact , gestures, posture
21
- False
22
- Focus on improving her eye contacts,gestures, facial expressions and her body language
23
- 7
- Being more conscious, practising body language, focusing on eye contact and gesture
24
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- - practical sessions like role plays, videos to study body language and gestures
