bibs bulletin

Ms. Paramita Pattanayak, Zonal Manager – Training & Development, Café Coffee Day visited our campus today and enlightened us with her experience in the service industry. She shared her thoughts and ideas that she had created while working with and training her team members in CCD. She also emphasized with us the troubles she had to face while starting off her career. She had to start working at a very young age as soon as her college was over, she was into a job.

In CCD, they believe in “Atithi Devo Bhava” i.e. treating the customers well and also believing that customers are always right and taking feedback is necessary to keep growing. CCD also believes in maintain the quality of the product, the service provided and also the hygiene of the ambience.

She is accountable for the CCD outlets in the East, North-East, Andhra Pradesh and Madhya Pradesh. She also explained to us the methods of solving customer problems i.e., LEAPS

L – Listening actively
E – Empathize
A – Apologize
P – Positivity
S – Suggestions

She also shared with us how to greet people and what kind of mindset people have and how to react to it, so that it helps business to grow.

CCD has more than 1400 outlets in India and few in Pakistan, Vietnam. They have a target to reach t at least 2000 outlets in India by 2014. She was also very happy and proud while telling us that CCD has the highest amount of customer retention.

Overall it was a good session and we got to know about CCD and the service sector in details.

Vijit Venugopal
MBA 2011-13