Blueprint to Sales Closure

In the competitive world of home improvement, complaint handling is a crucial make-or-break moment for customer loyalty—yet it often exposes gaps in soft skills among field executives. Asian Paints recognized that simply handing out theoretical frameworks wasn’t enough; frontline teams needed a practical and engaging solution to turn customer frustration into trust. The organization sought a training tool that bridged the gap between instruction and action, moving beyond checklists to something that modeled real-world behavior for their teams.

To address this, a narrative animation was developed, centering on Viraj, an Asian Paints executive who deftly manages a difficult complaint from a frustrated customer. The film broke down the L.E.A.R.N. framework into five concise, relatable scenes, with Viraj demonstrating key skills: listening attentively, asking thoughtful questions, acknowledging the customer’s pain, providing a clear next step, and taking swift action. Expressive 2D visuals, grounded narration, and a script designed for both modular viewing and full-length training made the content engaging and accessible—avoiding preachy tones in favor of authentic storytelling.

The results were tangible and immediate. The explainer video quickly became integral to Asian Paints’ internal training and customer-handling workshops, offering employees a concrete role model and helping the L.E.A.R.N. steps become second nature. Field managers observed marked improvements in conflict de-escalation, customer satisfaction, and complaint resolution follow-through, resulting in fewer escalations and better service experiences. This initiative transformed theoretical best practices into real, actionable behaviors—empowering teams to truly listen before they talk and strengthening Asian Paints’ commitment to customer-centric service.