Core Service Core Service AttributesAttributes

Core Service Core Service AttributesAttributes

Author: Subir GhoshPresident – Aegis Global AcademyAn Essar Enterprisewww.aegisglobalacademy.com

Acknowledgement: SQ Centre, Singapore

The Core Service Attributes

• Customer First Mindset• Positive Outlook• Professional Acumen• People Orientation• Basic Respect• Resourcefulness• Personalized Responsiveness• Reliability

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?

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

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

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

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.

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.

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’

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?

Let’s begin…