crm main report - 3 Gainingcommitment&keepingpromises

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5 Evaluate solutions 4 Implement solutions 3 Decide course of action 2 Generate solutions 1 Define the problem 1. C onnect By gaining rapport 4. A ssure 2. I dentify The challenges, solutions and suitable products 3. S atisfy questions, use phases such as:  tell me about or describe . . . he respondent to think through an answer and deliver it at some length er discloser of information and feelings. to a specific information area.  precise information. question is used ponse is requested. e answer and gain more control of time and direction of question Closedd Information Opened Doing the Basics Brilliantly 1 The Renewed 2 NOKIA Way The UNIFIED 33 Team USTOMER SERVICE? 43 o Sweat! Taming Difficult 5 CUSTOMERS 2.1 Principles Principles basically guide to do a work effectively and efficiently. Nokia care follows 360 ° leadership principle to provide better customer relationship management function. In a way 360 ° leadership approach is Nokia care’s working principle. Nokia care divides their 360 ° leadership principle into three subdivisions. They are: Figure : subdivision of 360° leadership principle Each of the subdivisions hold many principles that a CRM worker need to follow. They are given one by one. 360° leadership principle- leading up Lead up principle 1- a leader must self manage 1. Manage your emotions 2. Manage your time 3. Manage your priorities 4. Manage your energy 5. Manage your thinking 6. Manage your words 7. Manage your personal life 1 | P a g e
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Lead up principle 2- lighten your leader’s load 1. Do your own job own first 2. When you find a problem, provide a solution 3. Tell leaders what they need to hear, not that what they want to hear 4. Go the second mile 5. Stand up for your leader whenever you can 6. Stand in for your leader whenever you can 7. Ask your leader how you can lift the load Lead up principle 3- be willing to do what others won’t 1. 360° leaders take the tough jobs 2. 360° leaders pay their dues 3. 360° leaders work in obscurity 4. 360° leaders succeed with difficult people 5. 360° leaders put themselves on the line 6. 360° leaders admit faults but never make excuses 7. 360° leaders do more then expected 8. 360° leaders are the first to step up and help 9. 360° leaders perform tasks that are not their job 10. 360° leaders take responsibility for their responsibilities Lead up principle 4- do more than manage- lead! 1. Leaders think long term 2. Leaders see within the larger context 3. Leaders push boundaries 4. Leaders put emphasis on intangibles 2 | P a g e
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5. Leaders learn to rely on intuition 6. Leaders invest power in others 7. Leaders see themselves as agents of change Lead up principle 5- invest in relational chemistry 1. Listen to your leader’s heartbeat
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crm main report - 3 Gainingcommitment&keepingpromises

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