Customer Complaint is a Gift

An organisation which is not very “Customer Centric often feels that “Handling Customer Complaints” is the job of Customer Service Dept. This is not true at all. Why should we treat customer complaints as a gift? A customer who comes to complaint represents at least 20 more customers who could not find time to come…

How much to educate customers?

  Customers have a faint idea about the features , advantages and benefits of your product before you actually start explaining the same to them. You start explaining your product with great elan and very soon you realise that this customer who was hitherto not very knowledgeable about your product starts finding faults in your…

Theatre as Pedagogy Tool

There are many things that we know but never practice. Awareness of good practices does not warrant the practice of the same till such time there is an inner acceptance of the same. This can only come through Experiential Learning Non Threat Atmosphere to learn When the teacher “arrives” at the truth ( never “tells”…

Close Encounters of Sales Kind

  Customer listens to what you are not saying and notes what you are saying. Customer likes you if you look into his eyes and talk. Customer finds you disciplined if you use the words “Sorry” and “Thank you” The handshake of the customer will let you know the former’s level of interest in talking…

Customer Buys to Mitigate Risk

Customers do not buy a product or service for any one of the following reasons: a) He likes the product / service b) He needs the product / service c) He desires the product/service d) He wants the product/service e) He loves the product/service Customer buy’s a product or service to mitigate a risk. If…

Who is your Customer?

  The naive answer to this question could be “anyone willing to buy my product or service is my customer” or “anyone who has a need which can be fulfilled by my product or service is my customer”. I would not like to enter into a debate by saying that these answers are wrong. Nevertheless…

Prospect Engagement Model

Leads which have a potential to buy your product or service but have not yet decided to do so are known as prospects. These prospects who say “NO” to the sales call need to be suitable engaged on a “Journey from No to Yes”. How does one do this? We have to conduct a “From…