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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.
- product
- tech
- design
- storytelling
- building
- curiosity
- global
- outlook
- influencing
- people
- critical
- thinking
Meet the mentor
Tricky Workplace Situation Handled
- Did not understand my need, trying to sell what they have rather than what I need,too much of info, misleading sale
- Never understand what the customer want , sell what they have
- Lose customers, brand loyalty is impacted,less sales , low profit
- Did not know the customer needs and wants,never gave customer a chance to express,more focused on his sales pitch
202081163238.jpg)
- Share learning’s of bad customer services,role play,videos
- Spirit of engagement, inspiring for attendees, sharing learning experience,how to improve lead sales,,best practices learning
- Bringing people from different Business units or verticals to share learning’s, best practices,inspire and motivate employees and keep them engaged
- Yes it is . We have it as a policy as it helps us to keep us engaged and help in continuous learning
- Learn different approaches to solve problems, be inspired and motivated and be engaged., learn best practices
- Share best practices,training programs, panel discussions of experts
- SMS and email surveys , feedback calls, online survey, walk in feedback form
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- Analysis of negativie feedback, implementation of suggestions, improvement mentioned during past sales
- Surveys, suggestion or feedback form, complaints,
- It is a key strategy for my business
- Better customer experience leading to word of mouth, creates moment of truth
- - my personal experience of best customer service provided to me - creative videos
- Long wait time,defective product, incorrect colour,poor service,no first call resolution,warranty issues,
- Try providing alternate model, provide some freebies
- Yes
- Going the extra mile to make sure the customer needs are met
202081162615.jpg)
- Sharing of feedback,role play,
- Body language, facial expressions, eye contact , gestures, posture
- Focus on improving her eye contacts,gestures, facial expressions and her body language
- 7
- Being more conscious, practising body language, focusing on eye contact and gesture
202081162456.jpg)
- - practical sessions like role plays, videos to study body language and gestures
Tricky Workplace Situation Handled
- Did not understand my need, trying to sell what they have rather than what I need,too much of info, misleading sale
- Never understand what the customer want , sell what they have
- Lose customers, brand loyalty is impacted,less sales , low profit
- Did not know the customer needs and wants,never gave customer a chance to express,more focused on his sales pitch
- Share learning’s of bad customer services,role play,videos
- Spirit of engagement, inspiring for attendees, sharing learning experience,how to improve lead sales,,best practices learning
- Bringing people from different Business units or verticals to share learning’s, best practices,inspire and motivate employees and keep them engaged
- Yes it is . We have it as a policy as it helps us to keep us engaged and help in continuous learning
- Learn different approaches to solve problems, be inspired and motivated and be engaged., learn best practices
- Share best practices,training programs, panel discussions of experts
- SMS and email surveys , feedback calls, online survey, walk in feedback form
- Analysis of negativie feedback, implementation of suggestions, improvement mentioned during past sales
- Surveys, suggestion or feedback form, complaints,
- It is a key strategy for my business
- Better customer experience leading to word of mouth, creates moment of truth
- - my personal experience of best customer service provided to me - creative videos
- Long wait time,defective product, incorrect colour,poor service,no first call resolution,warranty issues,
- Try providing alternate model, provide some freebies
- Yes
- Going the extra mile to make sure the customer needs are met
- Sharing of feedback,role play,
- Body language, facial expressions, eye contact , gestures, posture
- Focus on improving her eye contacts,gestures, facial expressions and her body language
- 7
- Being more conscious, practising body language, focusing on eye contact and gesture
- - practical sessions like role plays, videos to study body language and gestures
