Lava International Area Service Manager Interview Questions, Process, and Tips

Customer escalation process involves identifying, addressing and resolving customer complaints or issues in a timely and effective manner.

• Listen to the customer's complaint or issue

• Apologize for any inconvenience caused

• Investigate the issue and gather relevant information

• Offer a solution or resolution to the customer

• Follow up with the customer to ensure satisfaction

• Document the complaint and resolution for future refer

VOC and market visits are handled by actively listening to customer feedback and regularly visiting the market to understand customer needs.

• Regularly visit the market to understand customer needs

• Actively listen to customer feedback and address any concerns

• Use customer feedback to improve products and services

• Train and educate team members on how to handle VOC and market visits

• Develop and implement strategies to increas

Ground reality of process implementation refers to the actual implementation and effectiveness of a process in real-life situations.

• It is important to assess the ground reality before implementing a process

• Factors such as culture, resources, and communication can impact the success of a process

• Regular monitoring and feedback can help improve the implementation of a process

• For example, a company may have a process for c...read more

The number of market visits in a month varies depending on the needs of the area and the goals of the company.

• The number of market visits can range from 5 to 20 per month.

• The frequency of visits may increase during peak seasons or when launching new products.

• The number of visits may also depend on the size of the area and the number of customers.

• Regular market visits are important to maintain relationships with custome...read more

Handling VOC requires active listening, empathy, problem-solving skills, and effective communication.

• Active listening to understand the customer's concerns and needs

• Empathy to show that you understand and care about their situation

• Problem-solving skills to find solutions to their issues

• Effective communication to explain the solutions and follow up on the progress

• Regular training and feedback to improve the VOC handling