MAGIC IS YOU

1. MAGIC IS YOU – Build customer centric skill sets to facilitate and motivate CSE’s to uphold a high level of  customer service for its subscribers
2. OWN YOUR CUSTOMER – To reiterate the role of the leadership team in supporting the CSE’s to ‘raise the bar’  of customer care provided by Airtel
The Project

Training the Customer Service Representatives and the leaders supporting the customer management team across all 19 circles Pan India.

The Brief

To motivate and boost the confidence of all frontline customer service executives to uphold the high standard of customer service offered.

To convey to all frontline staff that it is in their hands to upgrade the standard and move the level of customer service to that of ‘customer delight’.

To reiterate the role of the leadership team in supporting the customer service executives to ‘raise the bar’ of service provided by Airtel.

The Intervention Stimulus

Development and content for the 2 modules of 4 hour duration titled: ‘Magic is YOU’ and Own Your Customer.

Conducted the training for all the CSE’s and the leadership team across the 19 Airtel Circles PAN India.

Tooling

Increased ownership and accountability of the customer and support to the CSE’s by the team leaders.