Soft Skill Refresher and Customer Orientation (1)

Soft Skills

Prepared by: Namrita Wanchoo

Introduction-Soft Skills


• The ability to provide quality service• Expertise to assess the type of customer• Talent to communicate effectively• A positive attitude that transmits to customers,

co-workers and managers

Pick up the phone within 3 seconds.

Greet with a smile. Be consistent.Modulate your voice.Be enthusiastic.Write down the customer

name and use it in your conversation.


F e w H a n d y T i p s…

Magic wand


Three things you will wish that could improve your performance.

What do you want from your career?


You want:

To stay in business To stay in your job To be someone people think

of positively

Why customer service matters?


Commercial survival

Job security

Good self image


Six Elements of Professionalism

• Manage the customer call• Effective leadership• Confidence and Control• Know your products & services• Be a team player• Remain customer-focused• Take responsibility• The Transparency Principle

Communication Skills



The Transparency Principle – Communicate effectively

Quick does not always Customer

Solutions equal Satisfaction

Friendliness & does not always Customer Rapport equal Satisfaction

Trust Confidence Equals Customer & expertise Satisfaction

Communicating Equals CustomerIdeas & actions Satisfaction

TONE82%

WORDS 18%

tone of voice

w ords used


Communication : Telephonic

Vocal Qualities


Volume

Pitch

Clarity

Modulation


Tone

Inflection

Rate

Voice Contour

Tone


Expresses feeling or emotion.

Lets play a game !!!!!

Inflection


Emphasizing words to enhance message.

Lets Practice!!!!!

Voice Contour


Statement :Contour will be leveled

Question: Voice contour will dip in the end

Confirming: Voice contour will rise in the end.

Happy Sad Angry Bored In a Hurry Interested


I have just lost my job.

Harry is in the Hospital with a broken head.

Is there anything else I can help you with ?

Lets Practice


I want to buy a Mercedes Benz this month.

I want to buy a Mercedes Benz this month




Example 2


Shall we go out for dinner tonight?Shall we go out for dinner tonight? Shall we go out for dinner tonight? Shall we go out for dinner tonight? Shall we go out for dinner tonight? Shall we go out for dinner tonight?

Listening skills


Listening without interrupting.


5 Steps to Listening Effectively

ReceiveInterpret

Evaluate

Remember

Respond

When we listen we…


Let’s play

Chinese whisper with a twist…….

Let’s test our listening skills!!

B a r r i e r s t o A c t i v e L i s t e n i n g…


Boredom

Pre-conceived notions

Urge to speak

Environment

Lack of time

Impatience

Its my job to talknot listen

Customer Orientation



CUSTOMER.CUSTOMER.

The most important-The most important-


You As a Customer………..

Do you want & demand action? Are you very direct and to the point in your

statements? Do you make it clear what you want? Do you lack patience? Do you tend to speak faster? Are you focused on results? Are you usually not interested in details?

Let’s recall


Good service Experience ??

Bad service Experience ??

Why do customers leave


Death -1%Move away -3%Friendships -5%Competition -9%Dissatisfaction -14%Indifference -68%

What all could “indifference” mean


Not being empathetic.

Not Listening carefully.

Not Reverting as discussed.

Not looking for solution but quoting “Company Policy”.

Some Statistics


Out of 100 dissatisfied customersOnly 4% will complain96% will just go away

Of those who go away, only 5% will return

91 will never return to you.

However.....


People largely understand that those providing the service are humans, and can make mistakes too.

70% will do business with you again if you resolve their complaint satisfactory.

95% will continue doing business if their complaint is resolved immediately.


Summary Customers want what we want – a positive

interaction when doing business with every Customer Service Representative that they come in contact with.

ITS ALL ABOUT THE

RIGHT ATTITUDE


Thank youThank you

Soft Skill Refresher and Customer Orientation (1)

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