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GLADDEN Observation Sheet: Service

Name Devi
Date
Location
Section Name Observed Behavior Effective & Ineffective & Does not No Remarks
Consistent Inconsistent display this opportunity to
observe
Greets enthusiastically, with a Smile (according to the
time of the day) Offer a seat to the customer

Body language - Upright posture

G Greet Offers assisstance


Asks the customer's name and addresses him / her
appropriately
Confirms purpose of visit
Thanks the customer once he provides information

Requests customer to describe their requirement in detail.

Listens attentively using both verbal and non-verbal cues,


like nodding etc.
L Listen Appears focused on what the customer is saying without
interrupting unnecessarily
Does not appear distracted or in a hurry
Takes note when the customer is explaining
Paraphrases customer's requirements
Re - paraphrase, if necessary
Empathizes if necessary (I understand. I would have felt
A Acknowledge the same in your place.)
Apologize if required, and state that it would be your
endeavour to provide a speedy and satisfying solution to
the customer.
Takes permission to ask questions
Asks focus questions to explore need
Develop Probes Positively (In a Non threatening way)
understanding
D Summarises needs from time to time
through
clarification Clarifies with customer that we have understood their
needs correctly.
Thanks the customer for helping us understand their
needs better.
Recaps understanding of need and gets the customer's
acknowledgement on the same.
Proposes solution based on needs confirmed by
Do solution customer.
D
proposition
Identifies a solution that meets all or most critical needs of
the customer.
Communicates the solution path & TAT

Gets approval from customer on the proposed solution

Encourages customer to express any doubt or


clarifications on the proposed solution.
Enlists the benefits of the solution in meeting the
E Eliminates doubts
customer's needs.

Is honest about the benefits on the solution offered.

Is composed and confident while handling questions

Reiterates solution path & timelines.


Confirms satisfaction with solution
Provides details of customer care center for customers
who may wish to follow up.
Negotiate to close
Gives personal commitment of continued quality in
N & evolve a
service to the customer.
relationship
Gives personal commitment to continued service
Thanks customer for their time and for choosing Airtel as
a lifestyle partner.
Closes with a smile
GLADDEN Observation Sheet: Service

Name
Date
Location
Section Name Observed Behavior Effective & Ineffective & Does not No Remarks
Consistent Inconsistent display this opportunity to
observe
Greets enthusiastically, with a Smile (according to the
time of the day) Offer a seat to the customer

Body language - Upright posture


G Greet Offers assisstance
Asks the customer's name and addresses him / her
appropriately
Confirms purpose of visit
Thanks the customer once he provides information
Requests customer to describe their requirement in detail.

Listens attentively using both verbal and non-verbal cues,


like nodding etc.
L Listen
Appears focused on what the customer is saying without
interrupting unnecessarily
Does not appear distracted or in a hurry
Takes note when the customer is explaining
Paraphrases customer's requirements
Re - paraphrase, if necessary
Empathizes if necessary (I understand. I would have felt
A Acknowledge the same in your place.)
Apologize if required, and state that it would be your
endeavour to provide a speedy and satisfying solution to
the customer.
Takes permission to ask questions
Asks focus questions to explore need
Develop Probes Positively (In a Non threatening way)
understanding Summarises needs from time to time
D
through Clarifies with customer that we have understood their
clarification needs correctly.
Thanks the customer for helping us understand their
needs better.
Recaps understanding of need and gets the customer's
acknowledgement on the same.
Proposes solution based on needs confirmed by
Do solution customer.
D
proposition
Identifies a solution that meets all or most critical needs of
the customer.
Communicates the solution path & TAT
Gets approval from customer on the proposed solution

Encourages customer to express any doubt or


clarifications on the proposed solution.
E Eliminates doubts Enlists the benefits of the solution in meeting the
customer's needs.
Is honest about the benefits on the solution offered.
Is composed and confident while handling questions
Reiterates solution path & timelines.
Confirms satisfaction with solution
Provides details of customer care center for customers
who may wish to follow up.
Negotiate to close
Gives personal commitment of continued quality in
N & evolve a
service to the customer.
relationship
Gives personal commitment to continued service
Thanks customer for their time and for choosing Airtel as
a lifestyle partner.
Closes with a smile
GLADDEN Observation Sheet: Service

Name
Date
Location
Section Name Observed Behavior Effective & Ineffective & Does not No Remarks
Consistent Inconsistent display this opportunity to
observe
Greets enthusiastically, with a Smile (according to the
time of the day) Offer a seat to the customer

Body language - Upright posture


G Greet Offers assisstance
Asks the customer's name and addresses him / her
appropriately
Confirms purpose of visit
Thanks the customer once he provides information
Requests customer to describe their requirement in detail.

Listens attentively using both verbal and non-verbal cues,


like nodding etc.
L Listen
Appears focused on what the customer is saying without
interrupting unnecessarily
Does not appear distracted or in a hurry
Takes note when the customer is explaining
Paraphrases customer's requirements
Re - paraphrase, if necessary
Empathizes if necessary (I understand. I would have felt
A Acknowledge the same in your place.)
Apologize if required, and state that it would be your
endeavour to provide a speedy and satisfying solution to
the customer.
Takes permission to ask questions
Asks focus questions to explore need
Develop Probes Positively (In a Non threatening way)
understanding Summarises needs from time to time
D
through Clarifies with customer that we have understood their
clarification needs correctly.
Thanks the customer for helping us understand their
needs better.
Recaps understanding of need and gets the customer's
acknowledgement on the same.
Proposes solution based on needs confirmed by
Do solution customer.
D
proposition
Identifies a solution that meets all or most critical needs of
the customer.
Communicates the solution path & TAT
Gets approval from customer on the proposed solution

Encourages customer to express any doubt or


clarifications on the proposed solution.
E Eliminates doubts Enlists the benefits of the solution in meeting the
customer's needs.
Is honest about the benefits on the solution offered.
Is composed and confident while handling questions
Reiterates solution path & timelines.
Confirms satisfaction with solution
Provides details of customer care center for customers
who may wish to follow up.
Negotiate to close
Gives personal commitment of continued quality in
N & evolve a
service to the customer.
relationship
Gives personal commitment to continued service
Thanks customer for their time and for choosing Airtel as
a lifestyle partner.
Closes with a smile