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