Core service attributes

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<ul><li> 1. Core Service Attributes</li></ul> <p> 2. </p> <ul><li>Author: Subir Ghosh </li></ul> <ul><li>President Aegis Global Academy </li></ul> <ul><li>An Essar Enterprise </li></ul> <ul><li> </li></ul> <ul><li>Acknowledgement: SQ Centre, Singapore </li></ul> <p> 3. The Core Service Attributes </p> <ul><li>Customer First Mindset </li></ul> <ul><li>Positive Outlook </li></ul> <ul><li>Professional Acumen </li></ul> <ul><li>People Orientation </li></ul> <ul><li>Basic Respect </li></ul> <ul><li>Resourcefulness </li></ul> <ul><li>Personalized Responsiveness </li></ul> <ul><li>Reliability </li></ul> <p> 4. Customer First Mindset </p> <ul><li><ul><li>To go out of ones way, even to the point of beinginconvenienced to ensure satisfaction. </li></ul></li></ul> <p>Am I willing to solve a customers problem first even though Ill miss lunch? 5. Positive Outlook </p> <ul><li><ul><li>Display a can-do attitude </li></ul></li></ul> <ul><li><ul><li>Take set-backs in stride </li></ul></li></ul> <p>Resolving a customer issue you come across even though its a holiday Greet the next customer with a smile, even though the previous one was rude 6. Professional Acumen </p> <ul><li><ul><li>Strive to be as knowledgeable as possible about job-related issues. </li></ul></li></ul> <ul><li><ul><li>Be able to know who to contact or where to get information when lacking knowledge. </li></ul></li></ul> <p>Have I mastered the CRS (Customer Relationship System) Who do I contact if the sub asking for credit of Rs.1000 on the spot 7. People Orientation </p> <ul><li><ul><li>Take initiative to establish rapport </li></ul></li></ul> <ul><li><ul><li><ul><li>Making eye contact </li></ul></li></ul></li></ul> <ul><li><ul><li><ul><li>Giving a bright smile </li></ul></li></ul></li></ul> <ul><li><ul><li><ul><li>Calling the person by his or her name </li></ul></li></ul></li></ul> <p>Develop and consistently use the soft skills 8. Basic Respect </p> <ul><li><ul><li>Show common courtesy to everyone, regardless of appearance or other personal attributes. </li></ul></li></ul> <ul><li><ul><li>Avoid embarrassing others. </li></ul></li></ul> <p>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. 9. Resourcefulness </p> <ul><li><ul><li>Find a YES for the customer</li></ul></li></ul> <ul><li><ul><li>Suggest alternatives</li></ul></li></ul> <p>Do I know how to do tariff plan consultancy. Customer lost his SIM in Bangalore. Can I get him a replacement SIM. 10. Personalized Responsiveness </p> <ul><li><ul><li>Understand the customers needs and expectations </li></ul></li></ul> <ul><li><ul><li>Try to tailor responses by taking into account the customers situation </li></ul></li></ul> <p>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 11. Reliability </p> <ul><li><ul><li>Be able to deliver as promised </li></ul></li></ul> <ul><li><ul><li>Take the time to do the job right the first time, even when there is a time constraint </li></ul></li></ul> <ul><li><ul><li>To do whats best rather than whats easiest </li></ul></li></ul> <p>Being absolutely sure of the TATs. (Turn Around Time) Sub leaving town in next one hour, can I assign the roaming service for him? 12. </p> <ul><li>Lets begin </li></ul>


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