Management, Books and Learning

Three Tips for Motivating Your Customer Service Team Scripting exactly what customer service employees should do in every situation drains the initiative out of even the most highly motivated workers ! But when you set up a system that enables you to trust your employees to exercise their own judgment and learn from their experience, they may well deliver a far better customer experience. (1) Establish guardrails !  People handling calls should understand where they have latitude and where they don’t. Within those guardrails, your team should be free to exercise judgment. (2) Seek feedback.  Ask customers for feedback after each transaction. Circulate the comments to team leaders so they can see where they’re succeeding, where they still have work to do, and what, specifically, your customers point out. (3)Coaching and support.  Free your supervisors and experienced customer care professionals from some tasks so they can devote...

Challenges, Opportunities & Future of Offline Retail during and after covid 19 lockdown time What we should do and know as offline retailer ·        Tourism and retail will be the most badly hit segments (as per economist) is it true? o    Yes it is true based on all the current surveys published §   People will prefer health food made in home, get to gather will be less thus business will be effected ·          How the premises will be maintained in covid 19 to be highlighted §   We need to tilt our business modules a bit and show it to customer that how health challenges will be taken cared §   Disposable money saved form tourism will be used somewhere else so we will have more money on hand domestically   o    Rent is big part in retail how that to be managed? §   Discuss with landlord and request them to not charge for the lockdown period ...