He got flung out onto the road while trying to get on a bus. His forehead was badly injured. But even in his wounded state, he went to the customer’s house, provided him with the needed customer service and only after ensuring that the concerned issue was solved, did he go to see a doctor. This is the story of Chabiraj Jaiswar, a retail employee from Hypercity for whom customer service comes above everything else.
There are millions of retail employees just like Chabiraj who go beyond their call of duty to provide exemplary customer service.TRRAIN Retail Awards is the only retail awards in India, and probably the world, that acknowledges, applauds & recognizes the front end retail associates for excellence in customer service
With 12,000+ entries received from 116 cities in 9 years and 100+ winners, our awards have not only set a new benchmark for customer service but have also impacted the lives of hundreds of retail associates, both at work and at home.
The year 2020 has been unpredictable and unforeseeable, but if there’s something we need to celebrate and salute this year is the spirit of our frontline heroes, who risked their lives, to fulfill our needs and deliver excellence in customer service.
As customers, each one of us will have a retailer to thank and salute who helped us in our time of need. As retailers, each one of us will have an employee who went above and beyond his call of duty to serve customers.
At this TRRAIN Retail Awards 2021, we wish to salute and celebrate these retail heroes, who delivered happiness, from the length and breadth of the nation.
Categories to apply for Retail Associates (Applied by HR Team)
Categories to apply for Retail Associates (Applied by HR Team)
- Customer Service Excellence (based on your retail format): Accessories | Apparel | Department Stores & Malls | Specialty Stores | Food (Supermarkets & Hypermarkets) | Restaurants (QSR) | Retail Services – Online & In-store | Electronics
- Integrity: Stories that display integrity & honesty by the retail associate
- Being Human: Stories of compassion and humanitarian concern shown by the associates for their customers and the society at large
- Persons with Disabilities: A person with disabilities who has delivered excellence in customer service and gone beyond their call of duty
Categories to apply for Retailer HR Team
- HR Initiative of The Year – This award recognizes the effort of the HR team for introducing innovative practices to motivate the associates and encourage customer service excellence
- Inclusive Workplace – An award to recognize the effort put in by the HR team to promote inclusion and diversity in their organizations
Rules and Regulations
Click here to read the winner stories of the last year
Click here to view the rules and regulations of the awards
Rules of the Nomination Process:
- Only one entry per brand per category (irrespective of the no. of stores). More than one will not be accepted.
- e.g. 1- A large retail chain with 100 odd stores can submit only one entry per category.
- e.g. 2- If an MBO has brand staff working & they would like to nominate them, they can send in their entry under their own brand account or request the brand team to send in the entry.
- Access to the form will be only given only to one SPOC from each brand and only he/she can fill the form.
- A supporting cover letter has to be vetted by the offices of the HR Head/ CEO/ COO for the nominated entry.
- The entries open on 28 December 2020 and close on 30th January 2021.
To nominate your associate for the awards write to awards@trrain.org

MAPIC
Established in 1996, MAPIC Awards is a competition that rewards excellence, innovation and creativity in the retail real estate industry. Their newest category, “Customer Service Excellence Award” introduced in association with TRRAIN judges the finest and most enduring customer service stories of sales associates at a global level.
The category saw participation from retailers all over the world and the winner of the ‘Customer Service Excellence Award’ 2017 was Rosario Lozano Bretone, a sales employee at MediaMarkt Saturn Retail Group, Spain.
Here is the story of his excellent customer service:
Rosario, a trainer at Media Markt Granada works as a sales assistant and is also involved in the Customer Training project. He often used to share his passion for photography with his customers via a training session. So once when a customer was confused about which camera to buy for her daughter, who, she felt, had a flair for photography, asked Rosario for his advice. At the very moment, one of Rosario’s colleague came up with a suggestion for her to buy the camera together along with his training session which would help her daughter in enhancing her talent. Even the customer thought this to be a great idea and that’s how Rosario met Marta.
The training helped Marta in improving her skills, and she now plans to start her own business and be a photographer. Training also led to the formation of a nice bond between them and Marta now visits Rosario very often to talk about photography, ask for recommendations, and buy new equipment for her studio.
These trainings have not only benefited the customers, but the store also has observed a positive impact. 32% of the customers that took part in these trainings also bought from the store afterwards. The purchase frequency has increased from 53 to 23 days after the training. Furthermore, there was a rise in the Net promotor score by 10%-15% since the training (Workshops or personalized training) started one year ago.
Helping customers to learn new things has also helped Rosario to go out of his comfort zone and hold training sessions on products that he was not very familiar with. He is grateful to his team for all their support. This process has also taught the team to help and support each other when needed.
IGDS
Inspired by our TRRAIN Retail Awards, The World Department Store Forum launched an award to acknowledge the outstanding achievements of sales associates worldwide. These awards received global participation in both of its editions, and the winners were determined on the basis of their exceptional performances in fulfilling customer expectations, commitment beyond duty, product knowledge, teamwork and commercial results.
The finalists of their first Award ceremony held in Rome in 2015 were selected by a panel of experts, led by our founder, B S Nagesh.
The second edition was held in Toronto in 2017 and the winners were Segio Diaz from Al Tayer/ Harvey Nichols- UAE with runners-up Angela Diaz from Brown Thomas – Ireland and Shannon Luloff from Neiman Marcus – USA.

Last May, a transgender customer apprehensively
walked into the World of Titan store at Coimbatore.
Previously, there have been incidents where
transgenders have come into the store and asked
for money. Kunjimoghandas was aware of this fact
yet, he approached the customer and greeted the
customer. During his interaction, he got to know that
the customer was looking for a watch.
Kunjimoghandas took the customer to the watch
section and began showing them the various
options available. In the midst of the shopping
experience the customer received a phone call and
Kunjimoghandas got to know it was the customer’s
birthday. He approached his manager to check
if they could surprise the customer with a cake.
The manager, impressed by his thought, agreed to
it. While Kunjimoghandas continued to show the
customer watches and other accessories the cake
was arranged. Soon after, the cake arrived and the
entire staff joined the celebration. The customer
was ecstatic and told Kunjimoghandas that they
had never been treated so well; usually stores don’t
allow them in because of who they are. The customer
thanked Kunjimoghandas and everyone else for
treating them so well and for making their birthday a
memorable one

It was an ordinary working day at the salon, when Afi a received a call from Aishwarya,
who happened to be the regular client. Aishwarya had a unique request, she
requested a home service for a haircut and Enrich only provides skincare services
at home. Aishwarya continued to explain that the haircut was for her younger sister,
Mohini, who was diagnosed with a rare condition known as muscular dystrophy
where the patient experiences weakness and loses muscle mass.
Her sister was at the stage where she was unable to stand or sit up straight in
one position for more than a few minutes, therefore she was requesting Afi a if she
could make an exception for her. After discussing the situation with her team, Afi a
called Aishwarya to confi rm the appointment. The team arrived at the client’s house
and met Mohini. According to Afi a, she was so kind and energetic regardless of her
misfortune. Later, Aishwarya explained to Afi a that she had called multiple other
salons but all had rejected her and she was so happy and appreciative of Enrich
Salon to make an exception for her.

One working day, Bhaskar received a notifi cation to deliver a pizza at Nashik Road
station. As Bhaskar was ready to leave with the order, he called the customer to get
the exact location of the delivery. The customer sounded tensed and when Bhaskar
insisted, he said his wife and child are waiting at the station. The customer was
actually in a train and had ordered pizza for his family who were at the station to
receive him. His wife has forgotten her wallet. As Domino’s was not accepting card
payment at that moment, he was unable to pay for the pizza from the train.
He requested if Bhaskar could deliver the pizza to them anyway as they hadn’t
eaten food all day. The customer promised to pay afterwards and requested Bhaskar
to tell his wife that the food was paid for, and to not worry. Bhaskar patiently heard
the customer and assured him that his family won’t be hungry for long. On his way
to make the delivery, Bhaskar bought a chocolate for the child. He handed the pizza
to the family along with the chocolate and also informed the lady that the bill was
paid. She thanked Bhaskar as her child was hungry. Bhaskar received the payment
for the bill within few days. He also left a note thanking and appreciating Bhaskar for
trusting him and bringing the pizza and chocolate for the child.

One morning, Bablu spotted an envelope at the entrance of the store. The envelope
was already open and Bablu was surprised to fi nd an ATM card inside along with the
other card details. He understood the importance of the envelope and informed his
store manager about the incident. The manager asked Bablu to fi nd out the owner
of the ATM card and deliver the packet personally to him.
Bablu went to the nearest branch of that bank to inquire about the card. Initially,
the bank manager refused to hand out personal details about an individual but after
Bablu explained the risks and severity of the issue, the manager agreed to share the
client details. After receiving the details, Bablu went to return the card.
Once he arrived at the customer’s residence, Bablu got to know that he was a
farmer with all savings deposited in that bank itself. The man had lost all hope of
finding the ATM card and he was not even aware of how to block the card to avoid
any misuse. He was in tears when he saw his ATM card and told Bablu that he had
recently deposited money for his daughter’s education. The very next day, he came
to the store and treated the employees with sweets, thanking Bablu.

Last March, a regular customer, Imtiyas Khan entered the Tribhovandas Bhimji
Zaveri (TBZ) store and was quite tensed. Manish recognized Imtiyas and approached
him and asked him to calm down. During the conversation, he came to know that
Imtiyas’s father was suffering from throat cancer and he was in urgent need of
fi nancial aid. He had come to the store, hoping that TBZ could give him a refund
of his investment in his monthly instalment plan, Kalpavruksh, which was of Rs.
21,000.
Manish consoled and informed him that the as per the company policy, the store
cannot refund the investment, until and unless the customer makes a purchase
or re-sells it. This made Imtiyas very disappointed and sad. However, Manish
gave a thought over the seriousness of the situation and put himself in Imtiyas’s
shoes. He offered to give the cash personally to Imtiyas and also took complete
responsibility of taking care of his future monthly instalments. Imtiyas accepted the
cash graciously and promised to pay Manish the amount as soon as possible. A
few months later, Imtiyas Khan returned the borrowed money to Manish. He till date
has been extremely grateful to Manish for his kind gesture and is a loyal customer
to TBZ.

Adil works as a front-end customer service associate and is speech and hearing
impaired. However, this has never stopped him from performing his duties to the
fullest. He is very popular for his impeccable service among the customers and is
a welcome sight at the store. He has a bell on his desk and is quick to press it, if he
needs assistance or notices an unattended customer. Despite his disability, he is a
role model on customer service as he has never let his disability come in the way of
making customers happy every day. He trains fresh associates in cashier roles. He
has repeat customers who visit the store and bill at his counter alone. Adil consistently
outperforms his colleagues and never fails to overlook the small yet integral details
of his job such as being well-groomed and punctual. Adil has a record of maintaining
the product scan rate at 3.10 seconds per product and has a bill penetration of 97 percent. Adil
is quick to anticipate the varying needs of customers such as a pregnant woman
who need assistance in carrying groceries to the car or customers in wheelchairs
requiring assistance of sales associates. Adil is not only a great customer service
associate but is also a flag bearer for demystifying biases and perception that the
society associates with differently abled persons. Adil has displayed immense grit
and determination beyond work.
During heavy rains, that resulted in floods in some parts of Mumbai, Adil was
stranded at a local train station along with 9 other persons with disabilities. In order
to bring them to safety, Adil spoke to his store manager in the middle of the night via
WhatsApp video call using sign language and took them to the nearest Star Bazaar
store which, was open to accommodate all 9 of them and provide them with shelter
and food for the night. In doing so, Adil displayed leadership qualities when faced with
a challenging situation.

One day, Kajal realised that one of their regular customers, KN Reddy had not visited
the store for the last few months. She immediately discussed the matter with her
team to seek approval to contact him. She connected with him and understood his
concerns and provided useful solutions. Kajal made it her mission to turn him into
a loyal customer once again. She sent him regular updates, new launches and other
promotional messages. Yet, he was resistant but, Kajal did not give up.
After a few more follow up calls and WhatsApp messages, he was fi nally intrigued
to visit the store. On September 28, 2019, he visited the Raymond Ready To Wear
outlet where Kajal approached him. She showed him all the latest collection
including the Italian Range and Ultra-Premium Chairman collection, rekindling his
interest in the collections from their earlier conversations. Impressed by Kajal’s
effort and dedication, Reddy fi nally purchased products worth `3.25 lakhs and left
with a delightful smile. Till date, he continues to be a loyal customer, all thanks to
Kajal’s sedulous nature.
In the midst of a busy afternoon, Anees happened to notice someone peering into
the store from the window display. He approached the gentleman and invited him in.
At fi rst, the man hesitated but eventually came in. During Anees’s interaction with
him, he got to know that this was his fi rst branded store visit. He was from a humble
background and therefore Anees promised himself to make his fi rst shopping
experience at Levi’s a memorable one.
During the entire shopping experience, Anees answered every question of the
customer patiently and made sure that he felt comfortable and welcomed in the
store. At the end, the customer purchased the Iconic Levi’s Trucker. With tears of joy
streaming down his face, he told Anees that he had never been treated so nicely and
with so much consideration. Later, the customer mentioned he was a blue collar
employee and the Trucker jacket was as much as his two-week salary. Nevertheless
he purchased it, as a token of one of his happiest moments

During monsoon, a frustrated customer approached the ‘Being Human’ store at the
closing hour. Srikanta was at his side immediately and asked him what he wanted.
The customer wanted a denim and a shirt. Srikanta realised that the customer was
in hurry and wanted this purchase to happen as fast as possible. Srikanta very pro
actively and enthusiastically showed him options and after trying a few denims
the customer selected one. However, the product needed some alteration, but the
customer was not ready as he had a flight to catch. Srikanta promptly provided a
solution and told him he will get the denim altered and will deliver it to the airport
before his flight. Srikanta’s assuring personality convinced the customer.
After the customer left the store, Srikanta set out on a mission to fi nd a tailor.
Unfortunately, it was late in the evening and no tailoring shops were open. Srikanta
was still determined and did not lose hope. He travelled 20 kilometers in the rain to
his friend’s house, whose father was a tailor, and got the item altered. He successfully
delivered the item to the customer an hour prior to his flight. The customer was
extremely impressed and happy that Srikanta kept his word.

It was an ordinary day at Marks and Spencer’s store at New Delhi, when a group
of friends entered the store. Simran greeted them with a warm smile and offered
assistance in shopping. She was quick to gauge that one of the customer had
undergone an eye surgery. Due to this, she was unable to see the products clearly,
which made it extremely diffi cult for her to shop.
Understanding the customer’s requirement, body type and occasion, Simran
identifi ed the appropriate style and size and showed dresses that would appeal to
the customer. While styling, Simran described the color, pattern, product, design
and the complete look to help the customer visualise the ensemble. She also
recommended appropriate footwear for the dress.
While describing the outfi ts and talking to the customer, Simran was able to gain
the customer’s trust. Later, the customer went on to purchase multiple dresses and
footwear. Simran also explained the refund and exchange policy to the customer,
assuring her that in case she was not satisfi ed with the products, the same could
be exchanged / refunded within 35 days.
It was the customer’s fi rst shopping experience after her eye surgery and she was
extremely happy and described her experience at Marks and Spencer as delightful
and memorable.

On August 31st, 2019, Halappa found a pair of branded sunglasses at the cash
counters with the bill. He imagined the plight of the person who had misplaced
these expensive sunglasses. On checking the invoice, he found the purchase was
made at a different store, Shoppers Stop. Halappa was keen to ensure that the
sunglasses fi nd it’s owner, fortunately, he knew the store manager of Shoppers Stop
and informed him about the misplaced sunglasses and expressed his concern.
Following that, Halappa shared the invoice details with the manager and got to
know the customer’s name. Halappa called Akash (customer) and told him about
the glasses. Akash at the time was still unaware about his lost item and told Halappa
he’ll get back to him after checking. Soon after, Halappa received a call from him .
He was thrilled to hear that his expensive sunglasses were found and was at the
Lifestyle store. Being a thorough retailer, Halappa asked the right questions to
establish the ownership of the product. After confi rming that Akash was the correct
customer, he requested him to come the next day and collect the product. Akash
complimented and thanked Halappa for his honesty and sincere effort.

On a regular weekday, a customer walked into the Vodafone-Idea, customer care
store in Surat and requested Rahul to help her in replacing the SIM card, as he has
lost her cell phone. After verifying the details, Rahul found out that the SIM card
was under her son’s name and as per company policy, only he can apply for a new
SIM card after submitting the documents. The lady explained that her son had met
with a terrible accident last week and was in the hospital so he would not be able
to come himself.
Rahul was quick to provide a solution and offered to go himself to the hospital
and get the SIM replaced. The customer hesitated initially as she thought this was
a false promise but eventually agreed, due to Rahul’s kind nature. She informed the
hospital and got him a visitors pass.
Rahul was greeted with a pleasant smile from the customer when he reached the
hospital that day itself. He stayed till the SIM was replaced. Before leaving the room,
her son expressed his gratitude towards helping his mother.

Mumbai witnessed heavy rainfall in the month of July last year, which resulted in
waterlogged roads and delivery services faced much diffi culty in delivering the
goods in time. As a result, the hub manager along with a few customer experience
executives at bigbasket, found out new routes, which weren’t too heavily affected
by the rain.
On Juy 26th, 2019, Santosh received a call from Jitendra Solanki related to a
delay in delivery of his order. Jitendra was babysitting two children and could not
leave them alone. Therefore he requested someone from the store to deliver the
order. Santosh assured him that he’ll deliver the package himself. At bigbasket, all
customer experience executives are equipped with trolleys to help them carry heavy
items if required but, due to the waterlogging in the area, Santosh had no choice but
to drop this idea.
To complete this delivery, Santosh picked up the two crates to protect the package
and started walking towards Jitendra’s house. The crates together weighed nearly
25 kilograms and because of the flooded road, he could not see potholes in his path,
but Santosh remained patient and determined. Finally, after walking in knee deep
rain water, Santosh arrived at Jitendra’s house. He was drenched in rain water but
greeted Jitendra with a smile on his face. Jitendra thanked Santosh and asked him
if we wanted to come in for a cup of tea. Santosh thanked him for the thoughtful
offer but declined as he had to deliver to other customers who were anxiously.

On one busy weekend, when the store employees were getting ready to close the
store, a customer arrived and requested their services. She was greeted by Rohit
who took her around the store. While interacting with her, Rohit discovered that she
was in search of an outfi t for her birthday. During the shopping experience, Rohit
noticed that the customer wasn’t too excited even though she was looking for her
birthday outfi t. He attempted to build an exciting atmosphere for her by showing
her various outfi ts. She was later interrupted by a phone call from her mother, where
she mentioned she was hungry and hence wasn’t able to focus on the birthday
shopping.
That’s when Rohit had a thought and he ordered a pizza for her. The pizza
heightened her spirits as she cheerfully went on to select her birthday outfi t. She
was very indecisive and the team helped facilitate her decision making process. She
praised them and at the end they collected her details and in conversation with the
employees she said that her birthday was two days away. Upon hearing this, Rohit
wanted to make her birthday special so he requested her to come by the store on
her birthday to celebrate with them. Two days later, the customer along with her
family came to the store and was greeted by the staff and a cake. She was ecstatic,
it was a day to rejoice, they celebrated and shopped afterwards.

Last September, a regular customer came in for an eye checkup at the Titan Eyeplus
store. His eye-power had changed and he was informed that it would take 5-6 days
for his spectacles to arrive. The customer went on to explain that he was moving
to Nepal for work and would not be able to pick up the spectacles within the time
frame. The team assured him that he would receive his spectacles before he leaves.
The team then contacted the courier partner requesting them to put a rush on
this order. The partners were hesitant as the order was worth `2 lakh and they
didn’t want to risk the product’s safety. During this discussion, Madhab happened
to be there and immediately volunteered to deliver the package himself, taking full
responsibility of the product inside. At that moment he didn’t think he wasn’t a part
of the sales team or the service team, he only thought about the urgency of the
customer.
With Madhab’s team player zest and concern, they agreed to this arrangement
and informed the customer. Madhab reached the location and handed over the
parcel. He was extremely grateful to Madhab, and to show his gratefulness he took
Madhab out for lunch and later asked his driver to show Madhab around town, and
then drop him at the station.

One rainy evening, Sanket saw a couple outside the Reliance Jewels store desperately
looking for shelter. He invited the distressed couple into the store and offered them
some tea and snacks. As the couple, Riddhi and Bhavesh Chauhan gratefully sipped
their tea, Sanket made polite conversation and asked them the reason to come out
in this weather. It was Riddhi’s birthday and the couple was going for dinner. Sanket
wished her and requested his manager if he could order a cake and surprise the
couple.
With the manager’s permission, Sanket came up with a birthday cake for Riddhi. The
couple was delighted by his act of kindness. After the cake cutting and some music,
Sanket offered to show them the gold and diamond collection as a diamond would be
the perfect birthday present. The couple fell in love with a ring from the collection and
purchased it. Sanket managed to turn the store into a birthday celebration with music,
cake and jewelry. When the rain stopped, the couple made their way out but before
leaving, thanked Sanket for truly turning around this day and making it special.

One evening, a customer approached Kamal at the Imagine store regarding a service
problem. His mobile phone’s face ID was not working and his screen was frozen.
The customer was in a hurry as he had to board a flight. He had also contacted the
‘toll free number’ of Apple, which had requested him to go to the service centre.
Even the store asked him to go the Customer Service Centre, but as he had a flight
to catch, Kamal decided to help him out.
Kamal did a system IOS restore which was the direct solution for a system
backup, but it did not solve the issue. Kamal then began to check the mobile’s
exterior where he found that the mobile had a tempered glass, from a local vendor
which was blocking the face ID sensor. He then proceeded to remove the tempered
glass and clean the exteriors of the sensor in hopes for the issue to be resolved. By
this time, it was the closing hour but Kamal resolved the issue and handed the fully
functional mobile to the customer. However, it didn’t end here, when the customer
checked his mobile, he found that some data from the back up as missing. Kamal
initiated the data restore process, which would take up to three hours. As the store
was closing, the customer agreed to do this process at home. At 10.30 in the night,
Kamal got a call from the customer, requesting him to come to his house and help
him in restoring the data. Kamal went to his house and found out it was a Wi-Fi
router problem. He fi xed the router and helped the customer to retrieve his data as
he boarded his morning flight with his phone working properly.
He thanked Kamal for his help and even offered compensation. However, Kamal
refused to take the monetary compensation and requested the customer to spread
the word praising the services of the store. The customer who happened to be the
CFO of a private firm referred the store for its service, to many of his clients and
consumers.

In the month of October during the festival season, Pulkit got a call from Dr. Harish
Sood, one of their regular customers and also a dedicated Doctor and social worker.
He required a Public Address System, as he was hosting a gathering of rural people
of the area on the health safety. Dr. Sood wished to purchase the product from the
store and requested if he could get the product before 10 am (before store opens),
from the Vasant Kunj store because of his busy schedule and urgency of the
gathering. Pulkit agreed and began making arrangements for the same, regardless
of the fact that the rural town was 150 kilometers away from the store.
Pulkit wanted to make a difference and do his bit for the cause, he didn’t let the
distance get in the way, all he knew was that he had to deliver the product regardless.
He volunteered to go to the rural town as well, he booked a private cab at his own
expense and he even reached 4 hours earlier to the store to collect the product and
ensure that it reaches on time. When he reached the location, he met the customer
and immediately set up the Public Address System. The customer thanked and
appreciated the lengths Pulkit went to helping him. Later, Pulkit was promoted to
Team Leader for his determination and diligence.
It was a regular day at Spencers Retail, when Shanu saw a customer with a physical
disability entering the store. The customer seemed to have an orthopedic disability,
as he was on a wheelchair. Shanu noticed he was facing a slight diffi culty taking
forward his wheelchair and he made his way to help him. Shanu assisted him
throughout his shopping trip by pushing his wheelchair, collecting all the items on
the customers list. The list was long and had a variety of products to be collected.
Shanu, effortlessly fetched him all the items with a smile..
Later, Shanu stood in queue for billing on behalf of the customer. The customer
was laughing and smiling all through the shopping trip, Shanu made polite
conversation with the customer and made sure everything was taken care of. Later,
Shanu carried his purchases as well as the wheelchair to the car park. The customer
was grateful to Shanu for assisting him throughout his shopping trip and gave her
the blessings.

It was almost closing time and Onkarnath was preparing to close the store, when Mr.
Sahari, Incharge, CRPF Mess in-charge, Guwahati and his team entered the store. They
were in hurry and looked tensed as they had to purchase groceries of 400 jawans who
were on an operation at the Assam border. The troop had a day halt in Guhawati and
they had very less time left to stock up. Onkarnath realised that this was incredibly
urgent and comforted the team, promising them that everything would be taken care
of. He took the list from the team only to realise it was a big task to complete in a short
span of time. Nevertheless, Onkarnath remained determined to deliver the goods for
the sake of the selfless jawans.
The list was huge with multiple stock keeping units, which were stacked and placed
across the 34,000 sq. feet store, they needed to be identifi ed, picked, packed and
delivered. Onkarnath contacted other department managers and began compiling the
list. Throughout the process, Onkarnath kept reassuring and updating the team about
the progress. Post-midnight the bill was generated and payment was received. But
the task was not over yet. The team had to pack, load and deliver the items. By 2.30
am, the goods were loaded and dispatched from the store.
The next morning, Onkarnath received a call from Ms. Misso, Commanding Offi cer,
CRPF who thanked and appreciated all his efforts. ‘Thanks to your efforts, my jawans
will not be hungry today’ were the words of praise for Onkarnath and his team. This
delivery made Reliance Market, Guwahati team the highest single bill of `5.81 lakhs in record time
to CRPF 9th Mile Headquarters. Onkarnath’s commitment towards Customer Experience
has added all the CRPF Unit’s based out of Guwahati to Reliance Market’s customer
base contributing 25-30 lakhs of business every month.