core service attributes
DESCRIPTION
For more information visit http://www.aegisglobalacademy.com/TRANSCRIPT
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Core Service Core Service AttributesAttributes
Core Service Core Service AttributesAttributes
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Author: Subir GhoshPresident – Aegis Global AcademyAn Essar Enterprisewww.aegisglobalacademy.com
Acknowledgement: SQ Centre, Singapore
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The Core Service Attributes
• Customer First Mindset• Positive Outlook• Professional Acumen• People Orientation• Basic Respect• Resourcefulness• Personalized Responsiveness• Reliability
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Customer First Mindset
• To go out of one’s way, even to the point of being inconvenienced to ensure satisfaction.
Am I willing to solve a customer’s problem first even though I’ll
miss lunch?
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Positive Outlook
• Display a ‘can-do’ attitude
• Take set-backs in stride
Resolving a customer issue you come across even though it’s a holiday
Greet the next customer with a smile, even though the previous one was rude
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Professional Acumen
• Strive to be as knowledgeable as possible about job-related issues.
• Be able to know who to contact or where to get information when lacking knowledge.
Have I mastered the CRS (Customer Relationship System)
Who do I contact if the sub asking for credit of Rs.1000 on the spot
Have I mastered the CRS (Customer Relationship System)
Who do I contact if the sub asking for credit of Rs.1000 on the spot
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People Orientation
• Take initiative to establish rapport
• Making eye contact
• Giving a bright smile
• Calling the person by his or her name
Develop and consistently use the soft skillsDevelop and consistently use the soft skills
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Basic Respect
• Show common courtesy to everyone, regardless of appearance or other personal attributes.
• Avoid embarrassing others.
Do I deal with the prepaid sub with the same enthusiasm as I deal with a postpaid sub
To treat all request with seriousness, even if sounds very basic. Like how to read an SMS.
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Resourcefulness
• Find a ‘YES’ for the customer
• Suggest alternatives
Do I know how to do tariff plan consultancy.
Customer lost his SIM in Bangalore. Can I get him a replacement SIM.
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Personalized Responsiveness
• Understand the customer’s needs and expectations
• Try to tailor responses by taking into account the customer’s situation
Asking relevant questions for understanding the subs query / problem better and answer it satisfactorily.
Avoid using internal jargons on subs like ‘dunning’ and explain the same in ‘customer speak’
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Reliability
• Be able to deliver as promised
• Take the time to do the job right the first time, even when there is a time constraint
• To do what’s best rather than what’s easiest
Being absolutely sure of the TATs. (Turn Around Time)
Sub leaving town in next one hour, can I assign the roaming service for him?
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Let’s begin…