Soft Skills New1[1]

8/6/2019 Soft Skills New1[1]

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What do we mean byWhat do we mean by

soft skillssoft skills?? The knowledge ofThe knowledge of handling humans/peoplehandling humans/people

and decisions.and decisions.

The following list with the key wordsThe following list with the key wordswould help us to know and understand thewould help us to know and understand the

termterm Soft skills.Soft skills.


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Convincing attitudeConvincing attitude

CoCo--ordinationordination

ConfidenceConfidence Logical ThinkingLogical Thinking

EmpathyEmpathy

Knowledge of human natureKnowledge of human nature


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Solution to the problemsSolution to the problems

Time managementTime management

NegotiationsNegotiations ReadinessReadiness

To overcome failures and conflictsTo overcome failures and conflicts

CreativityCreativity MotivationMotivation


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And when we are in customer service, weAnd when we are in customer service, weneed to learn and understand as to howneed to learn and understand as to how

Soft skillsSoft skills can be used to make our jobcan be used to make our jobeasiereasier andand betterbetter day by day.day by day.


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What is excellent customer service??What is excellent customer service??

Excellent customer service is when aExcellent customer service is when acustomers taskcustomers task--need is met, and after theneed is met, and after the

experience, they feel not only respectedexperience, they feel not only respectedbut special and unique.but special and unique.

It is nonIt is non--tangible and it cannot betangible and it cannot beweighed or measured. It is moreweighed or measured. It is more

emotional than rational.emotional than rational.


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Each customer hasEach customer has

three needs:three needs: A task need (What they called for)A task need (What they called for)

The need to be respected.The need to be respected.

The need to be treated as special andThe need to be treated as special andunique.unique.


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Customers also lookCustomers also look

for:for: Knowledgeable executiveKnowledgeable executive

Prompt attentionPrompt attention

Polite responsePolite response Help and assistanceHelp and assistance

Empathy and comfortEmpathy and comfort

FriendlinessFriendliness


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Some fundamentals of customer serviceSome fundamentals of customer service

To be successful in the market it isTo be successful in the market it isimportant to be positively different.important to be positively different.

According to experts, Service will be theAccording to experts, Service will be theonly differentiating factor whereonly differentiating factor wherecustomers will choose one bank or onecustomers will choose one bank or onefood joint over the other.food joint over the other.


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Some of the basics to keep inSome of the basics to keep inmind aremind are FIREFIRE andand LESTERLESTER andand

they stand forthey stand for


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FIRE:FIRE:

Flexible:Flexible:Willing to help when faced withWilling to help when faced withan unusual request and not working byan unusual request and not working bythe rule book.the rule book.

Individual:Individual: Greeting the customer byGreeting the customer byname and giving them one to onename and giving them one to oneattention. Making them feel welcome.attention. Making them feel welcome.


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Responsive:Responsive: Listening to customersListening to customersneed and willing to help by offeringneed and willing to help by offeringsolutions or giving them options to meetsolutions or giving them options to meettheir needs.their needs.


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ContdContd

Empathetic and proactive:Empathetic and proactive: Doing a bitDoing a bitextra to WOW the customer by usingextra to WOW the customer by usingmagic words and sentences which givesmagic words and sentences which givesthem a good feeling. Also showing thatthem a good feeling. Also showing thatyou care for them sincerely by helpingyou care for them sincerely by helpingthem even before they ask.them even before they ask.


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Lester:Lester:

LListenisten

EEchocho

SSympathize by empathizingympathize by empathizing TThank the customerhank the customer

EEvaluate your best optionvaluate your best option

RRespond with a solutionespond with a solution


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Keys to customerKeys to customer

service:service: Research has shown customer looks forResearch has shown customer looks for

three things when dealing with thethree things when dealing with theorganization and they are:organization and they are:

Competence:Competence: The quality of beingThe quality of beingadequately or well qualified.adequately or well qualified.

Problem free:Problem free: 100% accuracy100% accuracy

Timely service:Timely service: TAT met.TAT met.


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Competence:Competence:

1.1. Thorough product knowledge.Thorough product knowledge.

2.2. Thorough process knowledgeThorough process knowledge

3.3. Skills necessary for the job, that isSkills necessary for the job, that iscustomer handling skills.customer handling skills.


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Competence requiresCompetence requires::

Group discussions.Group discussions.

Meeting with supervisors and managers.Meeting with supervisors and managers.

Top performers sharing their bestTop performers sharing their bestpractices.practices.

Call monitoring at frequent intervals.Call monitoring at frequent intervals.


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Problem free:Problem free:

This means service is delivered withThis means service is delivered with100% accuracy100% accuracy onon target everytarget everytime.time. This can be achieved by:This can be achieved by:

1.1. Analyzing trends.Analyzing trends.

2.2. Anticipating problems.Anticipating problems.

3.3. Being proactive before the problemBeing proactive before the problemoccurs.occurs.


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Problem free requires:Problem free requires:

Clearing doubts in training and teamClearing doubts in training and teamhuddles.huddles.

Problems occurred at calls should beProblems occurred at calls should bereferred to supervisors and also discussedreferred to supervisors and also discussedduring huddles.during huddles.

Update yourself daily with information.Update yourself daily with information.

Following standard rules.Following standard rules.


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Timely service:Timely service:

This means service standards or turn aroundThis means service standards or turn aroundtimes set as per your capability and matchingtimes set as per your capability and matchingthat with the needs of your customers. Youthat with the needs of your customers. You

deliver timely service by :deliver timely service by :1.1. Communicating clearly how much time will beCommunicating clearly how much time will be

taken for a job.taken for a job.

2.2. Managing customer expectations by proactivelyManaging customer expectations by proactively

informing and explaining to customers wheninforming and explaining to customers whenthere are delays.This involves:there are delays.This involves:


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Timely service requires:Timely service requires:

Under promise and over delivery.Under promise and over delivery.

Follow ups.Follow ups.

Knowing turn around time (TAT).Knowing turn around time (TAT).


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Communication:Communication:

What do we understand byWhat do we understand by communication?communication?

a.a. The exchange of thoughts, messages, orThe exchange of thoughts, messages, orinformation, as by speech, signals, writing, orinformation, as by speech, signals, writing, or

behavior.behavior.

b.b. People have different styles or a combinationPeople have different styles or a combinationof styles of communicating. We can broadlyof styles of communicating. We can broadlyclassify them into threeclassify them into three behaviors:behaviors:


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Aggressive behavior:Aggressive behavior:--veve

Blaming others for problems. It isBlaming others for problems. It isshown by putting forward your ownshown by putting forward your own

needs, ideas and feelings at the sameneeds, ideas and feelings at the sametime ignoring or puttingtime ignoring or putting down thosedown thoseof other people.of other people.


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Submissive behavior:Submissive behavior:--veve

It is basically an Apologetic attitude. WhenIt is basically an Apologetic attitude. Whenyou are not putting forward your ownyou are not putting forward your ownneeds, ideas and feelings.needs, ideas and feelings.


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Assertive behavior:+veAssertive behavior:+ve

I believe thatWhat do you think?I believe thatWhat do you think?The benefits to being assertive is that itThe benefits to being assertive is that itimproves selfimproves self--esteem of a person whoesteem of a person whouses this behavior.uses this behavior.

Assertive people also recognizeAssertive people also recognizeresponsibility for their own feelings andresponsibility for their own feelings and

thoughts and blame others less and makethoughts and blame others less and makeless excuses for themselvesless excuses for themselves


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ContdContd

They also spend less time worrying aboutThey also spend less time worrying aboutoffending others or scheming on how tooffending others or scheming on how tobeat others down. This increases personalbeat others down. This increases personalperformance and they are more likely toperformance and they are more likely tobe recognized and rewarded.be recognized and rewarded.


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Communication Barriers:Communication Barriers:

As discussed earlier, we communicateAs discussed earlier, we communicatethrough verbal and nonthrough verbal and non--verbal ways,verbal ways,

however our interactions with othershowever our interactions with othersare not always, the way we wantare not always, the way we wantthem to be. There are barriers thatthem to be. There are barriers that

we need to be aware of and thesewe need to be aware of and theseare:are:


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1.External Interference:1.External Interference:

When environment factors disturb yourWhen environment factors disturb yourcommunication. These could be loudcommunication. These could be loudnoises, weather conditions, time andnoises, weather conditions, time andspace available.space available.


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22.Internal Interference:.Internal Interference:

When our personal feelings and emotionsWhen our personal feelings and emotionsdisturb us and is a barrier to gooddisturb us and is a barrier to goodcommunication. These are; precommunication. These are; pre--conceivedconceivedideas/notions, anxiety, distraction, preideas/notions, anxiety, distraction, pre--occupation etc.occupation etc.


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3.Context of the message:3.Context of the message:

When the background of the message isWhen the background of the message isnot known or is misunderstood thisnot known or is misunderstood thisdistorts communication.distorts communication.


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Ways to better communication:Ways to better communication:

Every minute of our life we communicateEvery minute of our life we communicatewith others. The technique for clearwith others. The technique for clearcommunication is to ask more questions,communication is to ask more questions,listen more with ears as well as with thelisten more with ears as well as with theheart, that is listening for emotions, andheart, that is listening for emotions, andthen we need to summarize what hasthen we need to summarize what has

been said to ensure understanding.been said to ensure understanding.


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Listening:Listening:

We spoke all this while aboutWe spoke all this while aboutcommunicating, listening is as importantcommunicating, listening is as importantas communicating.as communicating.

We also know the difference betweenWe also know the difference betweenhearing and listening. Listening is donehearing and listening. Listening is donewith the application of brains and hearingwith the application of brains and hearing

is natural sounds coming to our ears withis natural sounds coming to our ears withno control of ours.no control of ours.


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Keys to effectiveKeys to effective

listeninglistening


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Preparing in advance:Preparing in advance:

Prepare remarks and questions inPrepare remarks and questions inadvance. When possible free your mindadvance. When possible free your mindfor listening.for listening.


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Limit your talking:Limit your talking:

You cannot listen and talk at the sameYou cannot listen and talk at the sametime.time.


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Think like the other person:Think like the other person:

Their problems and needs are important,Their problems and needs are important,and youll understand and retain themand youll understand and retain thembetter if you keep their point of view inbetter if you keep their point of view inmind.mind.


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Ask questionsAsk questions::

If you do not understand something, orIf you do not understand something, orfeel you have missed a point, clear it upfeel you have missed a point, clear it upnow before it embarrasses you.now before it embarrasses you.


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Listen for ideas not just words:Listen for ideas not just words:

You want to get the whole picture not justYou want to get the whole picture not justisolated bits and pieces.isolated bits and pieces.


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Take notes:Take notes:

This will help you remember importantThis will help you remember importantpoints. But be selective. Trying to notepoints. But be selective. Trying to notedown everything they say can result indown everything they say can result inbeing left far behind or in retainingbeing left far behind or in retainingirrelevant details.irrelevant details.


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Pay attentionPay attention::

Be open eared and open minded. TheBe open eared and open minded. Theother person wants your attention and toother person wants your attention and tobe listened to.be listened to.


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Fight offDistractionsFight offDistractions::

Only this way you can stay with otherOnly this way you can stay with otherpersons conversation.persons conversation.


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Make encouraging responses:Make encouraging responses:

An occasional yes, I see, Definitely,An occasional yes, I see, Definitely,Certainly, Sure, I understand etc. showsCertainly, Sure, I understand etc. showsthe customer youre still with them butthe customer youre still with them butdont over do it or use meaninglessdont over do it or use meaninglesscomments.comments.


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React to ideas not the person:React to ideas not the person:

Dont become irritated at the things othersDont become irritated at the things othersmay say or the manner in presenting themmay say or the manner in presenting themto you.to you.


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Body language on the telephoneBody language on the telephone

Areas to control:Tone, inflection, pitchAreas to control:Tone, inflection, pitchand speed.and speed.

Tone:Tone: The warm and friendliness of yourThe warm and friendliness of your

voice. Smiling and talking will impact howvoice. Smiling and talking will impact howwarm your tone is.warm your tone is.

Inflection:Inflection: This is emphasis on either wordsThis is emphasis on either words

or the up and down effect as you speak.or the up and down effect as you speak.


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Pitch:Pitch: This is the voice level at whichThis is the voice level at whichyou talk at. It can vary between eitheryou talk at. It can vary between eitherhigh or low.high or low.

SpeedSpeed: This is how fast or how slow you: This is how fast or how slow youspeak.speak.


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3.3. Disinterested:Disinterested: If you have pausesIf you have pausesbetween words.between words.

4.4. Boring:Boring: If you speak in a monologueIf you speak in a monologuewith no emphasis on words, sentenceswith no emphasis on words, sentencesor inflection at the beginning and end ofor inflection at the beginning and end of

sentences.sentences.


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Focus on how to sound good over a call:Focus on how to sound good over a call:

Speak slowly and smile while speaking.Speak slowly and smile while speaking.

Use a well modulated voice using wordUse a well modulated voice using wordemphasis and sentence inflection to createemphasis and sentence inflection to create

warmth in your voice.warmth in your voice. Normal words spoken too quickly or firmNormal words spoken too quickly or firm

can sound rude.can sound rude.

Do not use long pauses or monologuesDo not use long pauses or monologueswhile speaking.while speaking.


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Moment of truth:Moment of truth:

Any moment that the customer comesAny moment that the customer comesinto contact with the organization andinto contact with the organization and

gets an impression of its service.gets an impression of its service.


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What makes a good call??What makes a good call??

Standard greetingStandard greeting

Tone qualityTone quality

Use the customers nameUse the customers name Listening skillsListening skills

Questioning skillsQuestioning skills

Keeping comments conciseKeeping comments concise Creating a positive memoryCreating a positive memory


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Tips on being positive:Tips on being positive:

In every situation(no matter how bad)In every situation(no matter how bad)look for a minimum of one good point.look for a minimum of one good point.

Look at both the positive and negativeLook at both the positive and negativesides of a situation, as humans have asides of a situation, as humans have atendency to look at only the negativetendency to look at only the negative

pointspoints


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Bad new situations count it as anBad new situations count it as anexperience added.experience added.

Have fun at work.Have fun at work.

Help people out.D

o something nice forHelp people out.D

o something nice forothers.others.


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Last thing that I have to say:Last thing that I have to say:

We are in customer service byWe are in customer service by CHOICECHOICEand not byand not by CHANCE.CHANCE. This is where weThis is where wehave chosen to be. Lets keep all this inhave chosen to be. Lets keep all this inmind what we have learnt so far.mind what we have learnt so far.


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Thank YouThank You

Soft Skills New1[1]

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