Customer Care

•If you are interacting with the customer, always remember the flow

•: - Acknowledge, Apply, Validate, Negotiate, Close

•Dealing with a customer independently can be challenging. Understand that the customer deals primarily with your sales team or directors. They will have very high expectations for your delivery as it is very common for the sales team to oversell services. Overselling a service can be either advantageous or disadvantageous for you. In your position as a relatively inexperienced new hire, make best use of the keywords, follow up & get back to you on that. Since the only thing of value you really have to offer is ACKNOWLEDGEMENT. Listen to the customer, gather samples, recreate their scenarios/requirements and summarise them for further evaluation or decisions from your superior. If you do not have the skill to apply a solution at that point in time, do not be discouraged. Do what you can best for now. There is a lot of value in providing the customer an avenue to be heard. Be the listening ear and empathise with their situation. This will work in your favour towards gaining their trust.

•No matter what happens, do not ever berate or express your frustration towards the customer. Bear in mind that in almost any given conflict situation, realistically, the organisation will not take your side over the customer. Even if they do, they will not exact any sort of revenge or punishment on your behalf. You will not win this battle so do not even start one. The Customer is Always Right. Misunderstandings can occur at any time and arguments can escalate into full blown shouting matches given the wrong circumstances. Remember that you are there to do a job and stay focused on the bigger picture that is your first year milestone and do not let irrelevant things like this detract you from your true goal