๐ฝ๐๐ฎ๐ค๐ฃ๐ ๐ฉ๐๐ ๐๐ช๐ง๐๐๐๐: ๐๐๐ ๐๐ช๐ข๐๐ฃ ๐๐ค๐ช๐๐ ๐๐ฃ ๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐พ๐๐ง๐! ๐๐ฐ๐ธ๐ป๐ผ๐๐น๐ฒ๐ฑ๐ด๐ฒ ๐๐ต๐ฒ ๐ณ๐ฒ๐ฒ๐น๐ถ๐ป๐ด๐ of your customers! Understanding customer concerns requires more than a superficial glance. Encourage your support team to delve deeper into each point raised by the customer. This may involve asking ๐ณ๐ผ๐น๐น๐ผ๐-๐๐ฝ ๐พ๐๐ฒ๐๐๐ถ๐ผ๐ป๐, seeking clarification, or even ๐ฟ๐ฒ๐ฝ๐น๐ถ๐ฐ๐ฎ๐๐ถ๐ป๐ด ๐๐ต๐ฒ ๐ฟ๐ฒ๐ฝ๐ผ๐ฟ๐๐ฒ๐ฑ ๐ถ๐๐๐๐ฒ to gain firsthand insights. A simple, "๐ ๐๐ป๐ฑ๐ฒ๐ฟ๐๐๐ฎ๐ป๐ฑ ๐๐ผ๐๐ฟ ๐ณ๐ฟ๐๐๐๐ฟ๐ฎ๐๐ถ๐ผ๐ป" goes a long way. It shows you're not just a robot churning out responses, but a human who cares about their cheesy disappointment. Think about calling your internet service provider to report slow internet speeds. An effective customer care agent would not only acknowledge the speed issue but would also investigate the potential causes, such as router settings or network congestion. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention
Prashna Consulting | PESPL
Business Consulting and Services
Thane, Maharashtra 961 followers
Organisational Performance Decoded!
About us
Impacting organizational performance positively is Prashna's core purpose of existence. We believe that organizational competency, culture, and process efficiency are the defining factors of any company's success. We craft holistic solutions enriched with cutting edge technology to aid organizations on their journey towards peak performance.
- Website
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https://www.prashnaconsulting.com/
External link for Prashna Consulting | PESPL
- Industry
- Business Consulting and Services
- Company size
- 2-10 employees
- Headquarters
- Thane, Maharashtra
- Type
- Privately Held
- Founded
- 2012
- Specialties
- Building Performance Efficiency, Strategy Rollout & Implementation, Career Path Development, Talent Pool Mgmt, Building Org Culture, Leadership Develoment, Competency Mapping, L&D Capability Building, Constructing Efficient Teams, Managerial Capability Building, Performance Consulting, Team Building, HR Consulting, Sales force management, Performance Management, Talent pool management, Competency mapping, Appraisal, Appraisal, Assessment centre, and Mobile Application Development
Locations
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Primary
We work Zenia Hiranandani circle, Hiranandani business park
Thane, Maharashtra 400607, IN
Employees at Prashna Consulting | PESPL
Updates
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๐๐ง๐ค๐ข ๐๐ซ๐๐ง๐ก๐ค๐๐ ๐ฉ๐ค ๐๐ง๐๐๐๐จ๐๐ค๐ฃ: ๐ผ ๐๐ช๐๐๐ ๐ฉ๐ค ๐ฟ๐๐๐๐จ๐ฉ๐๐๐ก๐ ๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐พ๐ค๐ข๐ข๐ช๐ฃ๐๐๐๐ฉ๐๐ค๐ฃ! Long, rambling customer complaints? Chunk them into ๐ฑ๐ถ๐ด๐ฒ๐๐๐ถ๐ฏ๐น๐ฒ ๐ฝ๐ผ๐ถ๐ป๐๐. Ask ๐ฐ๐น๐ฎ๐ฟ๐ถ๐ณ๐๐ถ๐ป๐ด ๐พ๐๐ฒ๐๐๐ถ๐ผ๐ป๐, like, "So, the cheese was lacking, and the mushrooms were shrivelled?" This shows you're paying attention and helps you understand the pizza-shaped picture. In the era of information overload, it's easy to get lost in lengthy customer messages. Teach your support staff to break down customer communication into clear, digestible points. This not only aids in comprehension but also streamlines the resolution process. Consider a scenario where a customer reports issues with a software application. Breaking down the communication might involve addressing login problems, error messages, and functionality concerns separately to ensure no crucial details are overlooked. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention
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๐ฟ๐๐ฉ๐๐ ๐ฉ๐๐ "๐๐ง๐ค๐๐ก๐๐ข, ๐๐ค๐ก๐ช๐ฉ๐๐ค๐ฃ" ๐๐ช๐ฃ๐ฃ๐๐ก ๐๐๐จ๐๐ค๐ฃ- Focus on Customer Goals, Not Problems ๐๐ฟ๐ฒ ๐๐ผ๐ ๐ณ๐ผ๐ฐ๐๐๐ถ๐ป๐ด ๐ผ๐ป ๐๐ต๐ฒ ๐ด๐น๐ถ๐๐ฐ๐ต ๐ผ๐ฟ ๐ฎ๐ฟ๐ฒ ๐๐ผ๐ ๐๐ผ๐ผ๐บ๐ถ๐ป๐ด ๐ถ๐ป ๐ผ๐ป ๐๐ต๐ฎ๐ ๐๐ต๐ฒ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ฎ๐ป๐๐ ๐๐ผ ๐ฎ๐ฐ๐ต๐ถ๐ฒ๐๐ฒ? Hearing and understanding what your customers say is not about just fixing the immediate problem (though that's important too), it's about understanding ๐๐ต๐ฒ ๐ฑ๐ฒ๐ฒ๐ฝ๐ฒ๐ฟ ๐ป๐ฒ๐ฒ๐ฑ ๐ฏ๐ฒ๐ต๐ถ๐ป๐ฑ ๐๐ต๐ฒ ๐ฐ๐ผ๐บ๐ฝ๐น๐ฎ๐ถ๐ป๐. Think about ordering food from a delivery service. If you receive the wrong item, a customer-centric response would involve acknowledging the error and ensuring the correct dish is delivered promptly, rather than simply issuing a refund. Let us look at one more example. Imagine you walk into a hardware store looking for a specific type of screw to fix a loose cabinet handle. Instead of immediately directing you to the screw aisle, the sales associate takes a moment to understand that your ๐๐น๐๐ถ๐บ๐ฎ๐๐ฒ ๐ด๐ผ๐ฎ๐น is to secure the handle and prevent further damage. This is the approach your customer care staff should adopt. By focusing on what the customer wants to achieve, rather than just the reported problem, you can provide more tailored and effective solutions. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention
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๐ ๐ฎ๐๐๐ฒ๐ฟ๐ถ๐ป๐ด ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ฎ๐ฟ๐ฒ: Avoiding Pitfalls with Strategic Communication! In the fast-paced world of customer care, effective communication is the key to retaining your hard-earned customer base. One common pitfall that many businesses face is the tendency to partially read customer communications, leading to frustrated clients and a potential loss of trust. In this weekโs post series, we'll explore ๐ณ๐ผ๐๐ฟ ๐ฒ๐๐๐ฒ๐ป๐๐ถ๐ฎ๐น ๐๐๐ฒ๐ฝ๐ to train your customer care staff, ensuring they focus on understanding and addressing the customer's needs rather than merely resolving surface-level problems. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention
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Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CustomerExperience #EffectiveCommunication #CustomerRetention
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Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerExperience #ExceptionalService
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๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐พ๐๐ง๐ ๐๐ญ๐๐๐ก๐ก๐๐ฃ๐๐: ๐๐ง๐ค๐ข ๐๐ง๐ช๐จ๐ฉ๐ง๐๐ฉ๐๐ค๐ฃ ๐ฉ๐ค ๐ผ๐ฅ๐ฅ๐ง๐๐๐๐๐ฉ๐๐ค๐ฃ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฐ๐ฎ๐ฟ๐ฒ (๐๐): Hello! This is Poonam, thank you for reaching out to us. I'm sorry to hear about the mix-up with your order. I understand you ordered the pasta with marinara sauce. Is that correct? ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ (๐): Yes, that's right. I was really looking forward to it. ๐๐: I apologize for any inconvenience caused. To make this right, we will arrange for the correct pasta with marinara sauce to be delivered to you as soon as possible. Would that be suitable for you? ๐: Yes, that would be great. Thank you for fixing it. ๐๐: You're welcome! Additionally, as a gesture of goodwill, we'd like to offer you a discount on your next order. Does that sound fair to you? ๐: That's very kind of you. I appreciate it. ๐๐: Perfect! We'll process the correct order immediately, and you can expect it within the next 20 minutes. If you have any further concerns or questions, feel free to reach out. Thank you for your understanding and patience. ๐: Thank you for your quick response and for resolving the issue. I appreciate it. ๐๐: It's our pleasure. If there's anything else we can assist you with, please don't hesitate to ask. Enjoy your meal! If you were the customer in this scenario, what would be your emotions and feelings post the call? Share your views with us. Share with us and stand a chance to win a free management consultation session with us*. *- For the first five responses Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerCare #OrderIssues"
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๐๐๐จ๐ค๐ก๐ซ๐๐ฃ๐ ๐๐ง๐๐๐ง ๐๐ค๐ฅ๐จ! ๐๐๐ซ๐๐๐๐ฉ๐๐ฃ๐ ๐พ๐ช๐จ๐ฉ๐ค๐ข๐๐ง ๐๐ง๐ช๐จ๐ฉ๐ง๐๐ฉ๐๐ค๐ฃ ๐ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ฎ๐ฟ๐ฒ ๐๐ฟ๐ฎ๐๐ถ๐ป๐ด ๐ผ๐ป ๐๐ต๐ฒ ๐ฃ๐ฟ๐ผ๐ฏ๐น๐ฒ๐บ: ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฐ๐ฎ๐ฟ๐ฒ (๐๐): Hi, this is Poonam. I see you reported an issue with your order. Can you tell me what's wrong? ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ (๐): Yeah, I ordered pasta with marinara sauce, but I got a pizza with extra toppings instead. ๐๐: Oh, sorry about that. I'll look into it. So, you wanted pasta with marinara sauce, right? ๐: Yes, that's what I ordered. ๐๐: Okay, got it. We'll try to fix that for you. ๐: How are you going to fix it? ๐๐: We'll send you the correct order soon. Just give us some time. ๐: Alright, but it's frustrating. I was really looking forward to the pasta. ๐๐: Yeah, I understand. These things happen. We'll do our best to get the right order to you. ๐: Will I get a refund or something? ๐๐:Sorry that will not be possible. We can arrange for the pasta to be delivered fresh to you. ๐: Okay, fine. Just make sure the pasta comes soon. ๐๐: Sure, we'll get it sorted. Thanks for your patience. If you were the customer in this scenario, what would be your emotions and feelings post the call? Share your views with us. Share with us and stand a chance to win a free management consultation session with us*. *- For the first five responses Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerCare #OrderIssues
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๐๐ง๐ค๐ข ๐พ๐ง๐๐ซ๐๐ฃ๐ ๐ฉ๐ค ๐พ๐ค๐ข๐ฅ๐ก๐๐๐ฃ๐ฉ โ ๐ผ ๐๐๐ฃ๐๐ง๐ฎ ๐ ๐ค๐ช๐ง๐ฃ๐๐ฎ! Imagine this: You're famished, hangry (hungry+angry!), and stumble upon the perfect pizza place. You order your dream pizza, extra cheesy, pepperoni paradise with marinara sauce and the delivery guy arrives. But instead of that gooey, melty masterpiece, you get a sad, cheese-challenged monstrosity with a lonely, shrivelled mushroom. Ugh! You call to complain, expecting a quick fix. Stay tuned to know how this conversation continuesโฆ. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CommunicationTips #CustomerExperience