Executive - Customer Relations

1. Customer Management

a. Single touch point for new and existing customers
Welcome call after new registrations, get finer info and enter in CRE Tracker
Appointment booking help
Appointment reminder 1 day before appointment
Meet and greet on day of appointment (hand over to someone else 1 day before if not visiting in your duty hours)
Facility tour on 1st or 2nd visit
After second scan or 4th visit, explain packages
In 5th and 6th month, encourage bookings by explaining benefits of early bookings
If not booked by 7th month, offer nutrition workshop
If not booked by 8th month, offer physiotherapy session
In final month, offer post-natal freebies + reduce hassle by booking

b. If the customer has booked
Call up next day to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
Follow up on each individual session after the session like nutrition and physiotherapy
Friendly call in 9th month to check in and also brief on what to buy (link removed) Can be clubbed with second last consultation.

c. Delivery and discharge
Meet and greet when customer has checked in
Call 2 days after discharge offer care at home

d. Engagement Workshops group sessions
ANC
Baby Shower
Group nutrition workshop
Group physiotherapy/yoga session
MBA workshop

e. Ongoing engagement activities
1st birthday card

2. Sales
Daily Bed Booking Target Achievement for future
Service to all customer booked for packages
Specific focus on sales for Feb march & April

3. Team management

a. Managing the group of GREs allotted to you
Responsible for mentoring,coaching, growth, Up gradation of skills
b. Setting correct processes within the team
SOP Adherence
c. Doing regular meetings and updates
Daily Briefing to team & with Lobby Manager
d. Meeting targets set for the team
Daily target Vs achievement

4. Reporting and Data management

a. Timeliness and completeness of reports
b. Accuracy of data
c. Follow-ups and closures

Reports to be managed:
a. Enquiries tracker
b. New registrations tracker complete customer lifecycle
c. Monthly event tracker for
ANC
Baby Shower
MBA