Responsible for Guiding every customer through the service points - accompanying them through every step from welcome to registration to vitals to doctor consultation to feedback collection to see off- Feedback capture must In 100% cases.
Queue Management and maintaining cordial waiting time in case customer is waiting- being with the customers while they are waiting/tea-coffee/ pacifying and updating them about expected waiting time in case there is a longer waiting time
Responsible for building personal connect with the customers/members and their families- should know regular customers & members by name- we will run weekly quizzes on this- member data and regular users data to be downloaded in local systems on a weekly basis to maintain serviceability during internet downtimes- Sumanth to ensure this
Conversant with FO process and billing process – most likely CREs would be busy on the other side of the desk and should not be sitting on the desk making reports but they should be conversant with all FO process and billings
Complete Product Knowledge about all types of Memberships/coupons/Corporate Customers
Indirectly Responsible for upgrades & tail revenue- this is more of result of the above mentioned activities. CREs will not actively sell any product and complete the transaction. Would pitch available upgrade options in appropriate cases and redirect to the FO or BD. At best a CRE can pass on prospective leads based on his/her judgement of the customer