Presented By Patrick H. Manuel
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Presented By Patrick H. Manuel
Transcript of Presented By Patrick H. Manuel
Presented ByPatrick H. Manuel
Jon Batiste
Video
Customer Service Skills
Customer Service Teams must know how to provide the same level of service every time.
Book suggestion for today.
1. Character – Who you are
2. Skills – what you do
Accountability ReliabilityCompassion RespectCourtesy ResponsibilityGenerosity Self-ControlFriendliness Self-disciplineHonesty Self-respectKindness AppreciationPatience Truthfulness
Siedah Garrett
What are Soft Skills?
soft skills is a term used to refer to the more intangible and non-technical abilities.
Adaptability & FlexibilityAttention to DetailCollaboration & TeamworkCreativity & InnovationIndependenceInterpersonal SkillsProfessionalismTime ManagementWork EthicAnalytical Thinking
Showing AppreciationCommunicationEmpathySelf- MotivationSelf-ConfidenceLeadershipBody LanguageCollaboration Leadership & ManagementProblem Solving
Soft Skills?
SOFT
SKILLS
Communication
Empathy
Self-Motivation
Showing Appreciation
Leadership
Self-Confidence
Collaboration
Body Language
Soft Skills?How important is Communication?
SOFT
SKILLS
Communication
Empathy
Self-Motivation
Showing Appreciation
Leadership
Self-Confidence
Collaboration
Body Language
Soft Skills?How important is
Empathy?
Write down the top 3 soft skills that you feel are your strongest.
Diana Ross – Reach Out and Touch
Adaptability & FlexibilityAttention to DetailCollaboration & TeamworkCreativity & InnovationIndependenceInterpersonal SkillsProfessionalismTime ManagementWork EthicAnalytical Thinking
Showing AppreciationCommunicationEmpathySelf- MotivationSelf-ConfidenceLeadershipBody LanguageCollaboration Leadership & ManagementProblem Solving
Soft Skills?
Humility Balance
Understanding Enthusiasm
Motivation Integrity
Appreciation Neutrality*
Naturalness Generosity
* (In judgment of others)
Soft Skills
We must transcend the tendency to allow labels to divide, alienate and separate they must only differentiate.
PatMan’s Nugget
What is Customer Service?
Customer Service is the support you offer your customers:
- before, during and after they buy and/or use your products or services
&
that helps them have an easy and enjoyable experience with you.
Why strengthen Customer Service Skills?
impacts the entire perception a customer holds towards your organization.
plays an important role in an organization's ability to generate income and revenue.
Customer Service Skills
Empathy, Patience and Consistency.
Customer Service Skills
Customer Service Teams must know how to provide the same level of service every time.
:
Activity Select 2 Customer service skills that it would be valuable to have in dealing with each of these clients .
Luther Vandross
Empathy, Patience and Consistency.
:
Reframe how you think of conflict
“CONFLICT provides the opportunity for me to better appreciate another perspective, clarify my own interests, strengthen relationships”
Have you ever wondered why golf balls have dimples?
Customer Service Teams must know how to provide the same level of service every time.
