Customer Centricity interventions for over 1500 participants across different sectors

We conducted a series of Customer Centricity interventions across the country this year. Ouraudiencewas spread across organizations from varied sectors:  financial services technology, learning management outsourcing, business process outsourcing, engineering and project management consultancies. These interventions required us to design programs for both client-facing and back office employees. The audience profile ranged from entry-level team members to mid-level managers.

By the end of these interventions, the level 3 needle movement was observed around the following competencies:

  • Taking ownership end to end
  • Ability to take escalated calls in a completely satisfactory manner
  • Communicate view point and influence the customer
  • Build trust, rapport and come across as confident and credible
  • Handling irate customers more effectively and de-escalate difficult customer situations better
  • Building rapport in a virtual team environment with clients and key stakeholders

Series on Resilience – Women in workplace

Resilience, the process of adapting well in the face of adversity, trauma, tragedy, threats, or even significant sources of stress — such as family and relationship problems, serious health problems, or workplace and financial stressors. A ‘bouncing back’ from difficult experiences.

In a practical sense, Resilience is a set of skills—sometimes learned, other times innate—allowing you to persevere, manage stress, and triumph in the face of challenges. Faith’s at the core of these skills. For many women, resilience is a strength considered essential. Both women and men need resilience to deal with difficulties in life. But, women often need more resilience than men to overcome traditional obstacles placed in their way, in order to advance in the business world. Many women, however, are not aware of the amount of resilience they do possess.

Kanika Tiwari is the co-founder of JetSetGo – India’s first online marketplace for private jets and helicopters launched in 2014. Leveraging her more than eight years of experience in the aviation industry, Kanika realised the frustration of customers while dealing with charter brokers and operator due to the fact that due to sheer lack of transparency and non-availability of charter planes, customers pay astronomical amounts. It was from here, that the idea to develop JetSetGo started.

JetSetGo is fundamentally re-defining the private aviation business, by seamlessly creating marketplaces that join the dots between charter customers and operators on one hand and service providers with operators on the other. It recently raised funding from Yuvraj Singh’s debut startup fund, YouWeCan Ventures, in July this year. For Kanika who has beaten cancer too and is now entering unchartered territory, the flight to greater heights has just begun.

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