Prashna Consulting | PESPL

Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerExperience #ExceptionalService

𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝘾𝙖𝙧𝙚 𝙀𝙭𝙘𝙚𝙡𝙡𝙚𝙣𝙘𝙚: 𝙁𝙧𝙤𝙢 𝙁𝙧𝙪𝙨𝙩𝙧𝙖𝙩𝙞𝙤𝙣 𝙩𝙤 𝘼𝙥𝙥𝙧𝙚𝙘𝙞𝙖𝙩𝙞𝙤𝙣 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗮𝗿𝗲 (𝗖𝗖): 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? 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 (𝗖): Yes, that's right. I was really looking forward to it. 𝗖𝗖: 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? 𝗖: Yes, that would be great. Thank you for fixing it. 𝗖𝗖: 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? 𝗖: That's very kind of you. I appreciate it. 𝗖𝗖: 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. 𝗖: Thank you for your quick response and for resolving the issue. I appreciate it. 𝗖𝗖: 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"

𝙍𝙚𝙨𝙤𝙡𝙫𝙞𝙣𝙜 𝙊𝙧𝙙𝙚𝙧 𝙊𝙤𝙥𝙨! 𝙉𝙖𝙫𝙞𝙜𝙖𝙩𝙞𝙣𝙜 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙁𝙧𝙪𝙨𝙩𝙧𝙖𝙩𝙞𝙤𝙣 📞 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗮𝗿𝗲 𝗚𝗿𝗮𝘇𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲 𝗣𝗿𝗼𝗯𝗹𝗲𝗺: 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗮𝗿𝗲 (𝗖𝗖): Hi, this is Poonam. I see you reported an issue with your order. Can you tell me what's wrong? 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 (𝗖): Yeah, I ordered pasta with marinara sauce, but I got a pizza with extra toppings instead. 𝗖𝗖: Oh, sorry about that. I'll look into it. So, you wanted pasta with marinara sauce, right? 𝗖: Yes, that's what I ordered. 𝗖𝗖: Okay, got it. We'll try to fix that for you. 𝗖: How are you going to fix it? 𝗖𝗖: We'll send you the correct order soon. Just give us some time. 𝗖: Alright, but it's frustrating. I was really looking forward to the pasta. 𝗖𝗖: Yeah, I understand. These things happen. We'll do our best to get the right order to you. 𝗖: Will I get a refund or something? 𝗖𝗖:Sorry that will not be possible. We can arrange for the pasta to be delivered fresh to you. 𝗖: Okay, fine. Just make sure the pasta comes soon. 𝗖𝗖: 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

𝙁𝙧𝙤𝙢 𝘾𝙧𝙖𝙫𝙞𝙣𝙜 𝙩𝙤 𝘾𝙤𝙢𝙥𝙡𝙖𝙞𝙣𝙩 – 𝘼 𝙃𝙖𝙣𝙜𝙧𝙮 𝙅𝙤𝙪𝙧𝙣𝙚𝙮! 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 continues…. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CommunicationTips #CustomerExperience

𝙂𝙧𝙖𝙯𝙞𝙣𝙜 𝘾𝙖𝙣 𝙂𝙣𝙖𝙬 𝙊𝙣 𝙔𝙤𝙪𝙧 𝘽𝙤𝙩𝙩𝙤𝙢𝙡𝙞𝙣𝙚! One of the easiest ways to annoy your customers is to partially read their communication and resolve the issue. Most of us would have faced this situation as consumers, and I don't have to dwell on how that makes us feel. Manoharan Rathinam (Founder & Management Consultant | PESPL) shares tips on how to train your customers on this. 4 steps to train your customer care staff: 1. Focus on what the customer wants to achieve instead of the problem. Many a time, customers report the wrong issues. 2. Break the communication into points 3. Make the effort to understand each point 4. Communicate your understanding and take confirmation If your customer care staff can demonstrate these four skills, everything else will sail through with their technical competencies. Don't let communication mistakes eat away your hard-earned customer base. Stay tuned to learn more! Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CommunicationTips #CustomerExperience

Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CommunicationTips #CustomerExperience

Comment to share some such office humour that has happened at your workplace. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #weekendhumour #officehumour

𝘼 𝘾𝙝𝙚𝙘𝙠𝙡𝙞𝙨𝙩 𝙛𝙤𝙧 𝙄𝙣𝙛𝙤𝙧𝙢𝙚𝙙 𝘿𝙚𝙘𝙞𝙨𝙞𝙤𝙣-𝙈𝙖𝙠𝙞𝙣𝙜 The following checklist can be an effective map to guide you through the process of attracting, acquiring and retaining talent. ⬜ Define the 𝗗𝗡𝗔 𝗼𝗳 𝗛𝗶𝗽𝗼𝘁𝘀 for your organisation ⬜ Define the 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝘁𝗼 𝗿𝗲𝗰𝗿𝘂𝗶𝘁 Hipots. ⬜ 𝗠𝗮𝗽 𝘁𝗵𝗲 𝗵𝗶𝗽𝗼𝘁𝘀 𝘄𝗶𝘁𝗵 𝗺𝗮𝗻𝗮𝗴𝗲𝗿𝘀 who can provide them with the right environment. ⬜ Conduct surveys to check if your 𝗼𝗿𝗴𝗮𝗻𝗶𝘀𝗮𝘁𝗶𝗼𝗻’𝘀 𝗰𝘂𝗹𝘁𝘂𝗿𝗲 is conducive to nurturing hipots. ⬜ Address any shortcomings in organisational culture and practices through a robust 𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗮𝗿𝗰𝗵𝗶𝘁𝗲𝗰𝘁𝘂𝗿𝗲 ⬜ Make 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗹𝗲 for building the culture and review them regularly. ⬜ Define a 𝗰𝗮𝗿𝗲𝗲𝗿 𝗽𝗮𝘁𝗵 𝗳𝗼𝗿 𝗮𝗹𝗹 𝗿𝗼𝗹𝗲𝘀 in the organisation. An employee should enter, get promoted, and exit the organisation at the right time. ⬜ Make 𝗽𝗲𝗼𝗽𝗹𝗲 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 a default competency for managers and leaders. ⬜ Provide 𝗲𝗾𝘂𝗮𝗹 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝘆 for all employees to learn and develop. ⬜ Make the 𝗽𝗿𝗼𝗺𝗼𝘁𝗶𝗼𝗻 𝗰𝗿𝗶𝘁𝗲𝗿𝗶𝗮 objective and transparent. It is absolutely okay not to recruit Hipots for your organisation, but this decision should be based on analysis against your 𝗛𝗶𝗽𝗼𝘁 𝗯𝗲𝗻𝗰𝗵𝗺𝗮𝗿𝗸𝗶𝗻𝗴. Once the checklist is done, let’s delve into a few thought-provoking questions to lead us to the next step. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #TalentManagement #HRStrategies #OrganisationDevelopment

𝙀𝙣𝙨𝙪𝙧𝙞𝙣𝙜 𝙃𝙖𝙧𝙢𝙤𝙣𝙮 𝙞𝙣 𝙀𝙭𝙩𝙚𝙧𝙣𝙖𝙡 𝙏𝙖𝙡𝙚𝙣𝙩 𝙄𝙣𝙛𝙪𝙨𝙞𝙤𝙣 𝗕𝘂𝘆𝗶𝗻𝗴 𝗧𝗮𝗹𝗲𝗻𝘁 involves acquiring skills and expertise through external means, often relying on competitive compensation, job titles, and perks to attract individuals to join the organization. ~ 𝗖𝗼𝗺𝗽𝗲𝘁𝗶𝘁𝗶𝘃𝗲 𝗖𝗼𝗺𝗽𝗲𝗻𝘀𝗮𝘁𝗶𝗼𝗻: Picture a company that offers significantly higher salaries than the industry average. > 𝗗𝗼𝗲𝘀 𝘆𝗼𝘂𝗿 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗯𝗮𝗹𝗮𝗻𝗰𝗲 𝗰𝗼𝗺𝗽𝗲𝗻𝘀𝗮𝘁𝗶𝗼𝗻 𝘄𝗶𝘁𝗵 𝗼𝘁𝗵𝗲𝗿 𝗳𝗮𝗰𝘁𝗼𝗿𝘀 𝘁𝗵𝗮𝘁 𝗰𝗼𝗻𝘁𝗿𝗶𝗯𝘂𝘁𝗲 𝘁𝗼 𝗷𝗼𝗯 𝘀𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻? ~ 𝗣𝗼𝘀𝗶𝘁𝗶𝗼𝗻𝗮𝗹 𝗔𝗱𝘃𝗮𝗻𝗰𝗲𝗺𝗲𝗻𝘁𝘀: Consider a scenario where individuals are attracted to your organization primarily for job titles and hierarchical advancements. > 𝗛𝗼𝘄 𝗱𝗼𝗲𝘀 𝘆𝗼𝘂𝗿 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗲𝗻𝘀𝘂𝗿𝗲 𝘁𝗵𝗮𝘁 𝘁𝗵𝗲𝘀𝗲 𝗽𝗼𝘀𝗶𝘁𝗶𝗼𝗻𝘀 𝗮𝗹𝗶𝗴𝗻 𝘄𝗶𝘁𝗵 𝗺𝗲𝗮𝗻𝗶𝗻𝗴𝗳𝘂𝗹 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀? ~ 𝗘𝘅𝘁𝗲𝗿𝗻𝗮𝗹 𝗧𝗮𝗹𝗲𝗻𝘁 𝗔𝗰𝗾𝘂𝗶𝘀𝗶𝘁𝗶𝗼𝗻: Imagine a situation where a company frequently recruits top talent from competitors. > 𝗛𝗼𝘄 𝗱𝗼𝗲𝘀 𝘆𝗼𝘂𝗿 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗺𝗮𝗻𝗮𝗴𝗲 𝘁𝗵𝗲 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝗲𝘅𝘁𝗲𝗿𝗻𝗮𝗹 𝗵𝗶𝗿𝗲𝘀 𝘁𝗼 𝗺𝗮𝗶𝗻𝘁𝗮𝗶𝗻 𝗮 𝗰𝗼𝗵𝗲𝘀𝗶𝘃𝗲 𝘁𝗲𝗮𝗺 𝗰𝘂𝗹𝘁𝘂𝗿𝗲? Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #TalentManagement #HRStrategies #OrganisationDevelopment