Primal Charles
Team Manager at Reed Elsevier
I am an experienced management professional with exposure to customer service and process management across different industries I have been driving results and continous improvements...
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- Operations Management Strategies: Enhance efficiency in team performance
- Customer Service Excellence: Improve client satisfaction and loyalty
- Agile Methodologies Implementation: Streamline processes using Agile practices
- Performance Management Techniques: Foster accountability and enhance employee engagement
- Coaching and Mentoring Skills: Develop talent through effective guidance and support.
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
