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Addressing Abusive Customers Abusive Customers are the ones who use Obscene Language, Shouts or making threats . Such Situations could be addressed by using the following process in a Professional and Controlled manner. The various steps involved are dealt below 1. Maintain your Composure - Dont lose your composure considering the fact that customer is upset of the situation but not at your personally. Use Calming techniques such as Deep Breathing, Tension Relaxation techniques etc to address stress relief. Dont become unpleasant by raising voice or making threating remarks. Please note that you represent the company to the customer hence you must at all times present a Professional Image....
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Sujit Nimje
| Commented
| 3 years ago
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If the customer is still abusive even after reminding him that you are her for helping them and transferring the call. Tell him that your company wants them to be a satisfied customer, but his doesn't mean the customer should continue in abusive...
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Makrand Bhave
| Commented
| 3 years ago
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An irate customer wants to be heard! His first thought is to take out the poison and he wants to take it out on the first ear that is lent to him. He is charged and angry and wants quick answers!! Any customer care exec tackling this situation has...
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Raghu Kastury
| Commented
| 3 years ago
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Excellent. We usually don't find such stuff in most of the management articles. Probably, a couple of more things one can try based on what works for the given situation. That is - While the client is shouting or talking with all abuses, filter...
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Insight: "Addressing Abusive Customers - Process " deleted from your view.
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Service it provides
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I Prefer Service
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Rajat Khanna
| Added idea
"Flexibility of tool"
| 2 years ago
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It becomes important when below cases are encountered within organization. 1. Organization driven by standardized process if available within organization 2. Organization driven by sound business practices which are directly linked to company's...
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Sujit Nimje
| Added idea
| 3 years ago
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I prefer CRM Marketing tool which is simple with simple controls. An advanced CRM marketing tool might t be able to address a company’s core needs but might fail to engage key staff members because its not simple. Entering data in it should be simple...
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Ideate: "Factors to Consider when Evaluating CRM Marketing Tool" deleted from your view.
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(rate this)
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Application Portfolio Rationalization
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Migrate
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RanjithKumar Panjabikesan, PMP
| Added idea
"Application Portfolio Rationalization"
| 2 years ago
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IT Application Portfolio Management helps organizations understand the cost (in budget and resource to support applications and which applications no longer support strategic objectives. In a Nut shell, IT Application Portfolio Management deals...
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Sujit Nimje
| Added idea
"Migrate"
| 3 years ago
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I could say that the program’s source or binary code just want to move another platform with little or no change, and the developer must apply tools on the new platform to add the new technologies. Note that the application’s data may be moved to...
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Ideate: "Strategies to Modernize Mainframe Application" deleted from your view.
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Information Transparency
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Platform Makeover
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Rajshekhar Angadi
| Added idea
"Information Transparency"
| 3 years ago
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There will be sensors everywhere. People will be able to “see” all their assets through tailored services such as personalized medicine. Google Health, Microsoft’s HealthVault and Revolution Health all aim to give users greater control over their...
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Ravikant Raju
| Added idea
"Platform Makeover"
| 3 years ago
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Virtualization, with software scaling exponentially on one machine to let operating systems multiply, has been steadily evolving. Cloud computing, in which users pay for computing infrastructure and applications from vendors hosting customer data...
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Ideate: "Disruptive Trends in IT Revolution" deleted from your view.
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(rate this)
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Generating leads
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Campaign management
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Sujit Nimje
| Added idea
"Generating leads"
| 3 years ago
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The software should help in maintaining a single source of all enterprise lead information.Automate the entire lead life-cycle process from lead generation, prioritization, distribution, and follow-up processes. It should also extend your lead...
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Rajshekhar Angadi
| Added idea
"Campaign management"
| 3 years ago
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I think the campaign management should take care of making relevant and personalized real-time offers through inbound marketing channels.Execute marketing activities through all inbound and outbound interaction channels: direct mail, e-mail,...
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Ideate: "Marketing features to be considered in CRM" deleted from your view.
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(rate this)
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Set & Manage Expectation
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Scope Control
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V. Srinivas
| Added idea
"Identify first the Scope Creep"
| 2 years ago
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Scope Creep can occur first from improperly understood requirements. This is an internal problem and cannot technically be called a customer-generated scope creep. The solution for this is a proper translation of the "English" requirements to...
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Sujit Nimje
| Added idea
| 3 years ago
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We were hired and assigned to the project because of our knowledge and expertise in the solution required. RIGHT So , If a client requests for an additional features, try convincing them that having the same old feature will provide a better solution...
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Ideate: "How To Manage Scope Creep ?" deleted from your view.
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Sharing information proactively
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By selecting right technology for communication
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mun jas
| Supported idea
"Sharing information proactively"
| 1 year ago
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VERY TRUE ... but at the same times .. ppl overlook to filter the garbage ... i mean the redundant and repeated information .. this is where a good MIS is handy and crucial
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Sujit Nimje
| Added idea
| 3 years ago
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Use very simple and widely used communication device to contact each other. Make sure the technology used for communication are appropriate for the task undertaken.Pure information sharing obviously requires a much lower complexity of technology
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Ideate: "How to maintain effective communication within virtual teams ?" deleted from your view.
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(rate this)
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Size of the project
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Stability of the project
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Ajeet Jha
| Added idea
"Stability of the project"
| 3 years ago
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Stability of the project is one of the biggest factors that will affect your choice of life cycle method, as unstable project requires frequent changes which can bring your project to halt..In such cases choose AGILE or ITERATIVE approach because...
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Sujit Nimje
| Supported idea
| 3 years ago
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Yes, Mr.Suman, larger/bigger project requires large number of project teams to work clearly defined deliverables. The scale of the deliverables is proportional to the size of the project team assigned to do it. Taking these in consideration long...
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Ideate: "Factors to consider when choosing a development life cycle for your project ?" deleted from your view.
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(rate this)
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Cultural differences
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All customers want is a flexible, innovative partner, but they usually get the opposite.
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S.KUMAR
| Added idea
"All customers want is a flexible, innovative partner, but they usually get the opposite."
| 2 years ago
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Customers want a flexible outsourcing partner who will introduce innovation into their processes, help them manage both costs and service and use relevant and emerging technologies. They also want someone who understands their specific...
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Sujit Nimje
| Added idea
| 3 years ago
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Often companies overestimate savings and underestimate the effort and cost of establishing and managing the relationship. You need to invest the time up front to gain a realistic understanding of both, once done, it is important to communicate to all...
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Ideate: "What are the major outsourcing challenges?" deleted from your view.
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(rate this)
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Agree
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Disagree
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Bhushan Patil
| Argues in support of
"Agree"
| 3 years ago
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I would agree that video marketing is the next best alternative for marketers around the world as it will help them market their product using various technologies such as animation and other innovative ways. they will be able to explain the...
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Sujit Nimje
| Argues in support of
| 3 years ago
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Just in response to my friend I would say that the technology is so advance in present times that anybody can be caught anywhere during this time. The latest example is of i-Phone. So where is the point that information could not reach people.
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Ashwin Meshram
| Argues in support of
"Agree"
| 3 years ago
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I think it is a great technique the market has got exhausted from the usual direct mailing kind of a concept this would actually give marketers a chance to market their products. It can also be considered as a niche community at present.
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Debate: "Marketing in the near future" deleted from your view.
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