Soft skills

What do you mean by soft skills ?

 Soft skills, are often called people skills or emotional intelligence

 It refers to the ability to interact amicably with others

 They are personal attributes that can affect relationship, communication

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Common Soft Skills

• Strong work ethic

• Positive attitude
• Time management abilities
• Problem solving skills
• Acting as a team player
• Self confidence
• Ability to accept and learn from criticism
• Flexibility/adaptability
• Working well under pressure
 

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 Communication
 It is a process through which a message is exchanged from the sender to the receiver and its vice
versa.

 This process will be complete once the receiver understands the message of the sender. If not, the
process will remain incomplete.

 The proper usage of grammar helps in building an effective communication.

Quote: “There is only one rule for being a good talker – Learn to listen”. Christopher Morley

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 Effective communication skills

 Make sure you form right sentences.

 Please keep sentences brief and pause and pace effectively.

 Speak clearly and slowly.

 Pronounce the client’s name properly and address them appropriately

 Focus on grammar and sentence stress.

 Try and avoid Indianisms as much as possible.

 Convincing your client/customer all depends on your communication style.

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 Body languages

 It’s verbal or non-verbal way of communicating with others

 It is a natural representation which is inbuilt within each and every

living organism in this word.

 It determines the attitude of a person during a conversation.

 It is also known as the first language of the world.

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 Important facts about body language

DO’s
 Always carry a pleasant smile in your face
 Maintain a proper eye contact
 When you have the chances of standing, stand up because people who stand always look
powerful
 
DON’T
 Avoid hand to face movements during any conversation
 Avoid folded arms and crossed legs during speaking and listening
 Avoid nail-biting; scratching head during any confused situation
 Avoid using the mobiles

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 Courtesy

 Please remain courteous throughout the call. Use “please”, “thank you”, and
also offer apologies whenever appropriate.
 Apologize only when you have committed a gross error on your part.
 Always take the client’s name as it helps build rapport with him/her
 
Paraphrasing statement starters:
 So, what you’re saying is….
 Let me summarize that …
 Let me check if I understood that ..
 Let me confirm …
 Let me make sure I understand your request …
 I’d like to confirm that ….
 So, as I understand … is that correct?
 Create long-term client

 One of the most effective ways for a business to succeed is to focus on creating long-
term customer retention.

 Providing exceptional customer service that focuses on empathy is an excellent way to

ensure that user continues to use your services.

 Empathy helps you connect with customers and shows them that you understand their
problem and want to solve it.

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 What to do when you don’t know the answer to a
customer’s question ?

 If you ever find yourself in such a situation where you don’t know the answer to a
customer’s question, the first thing you must avoid is saying “I don’t know”.

 Be honest:
This does not mean you tell the customer “I don’t know”
Being honest is letting the customer know you don’t have the information but will try to
investigate he is looking for, without looking incompetent.

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Don’t take it personally
Remember, the customer is not angry with you, they are displeased with the
performance of your quality of the service you provide. Your personal feelings are
beside the point.

Use your best listening skills

The first thing an angry customer wants is to vent. To do so, they need someone to
listen – and, for better or worse, you are that person. Listening patiently can defuse a
situation, as long as the customer feels acknowledged in his or her complaint. Hear
them out.
 
Find a solution
Once you understand the customer is unhappy, it is time to offer a solution. Take help
resources (Help Zone, Team lead, Google etc.…) and try fixing the issue.

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 Be a resource

When you have to say “no” to a customer, or absolutely aren’t able to give them
what they want, make a point to tell them what you can do for them.
You can say, “Let me check to see if anyone else here might know the answer”
For example, instead of saying, “No, that is not covered under the warranty,” you
can say, “unfortunately, that is not covered by the warranty, but let me talk with
someone to see if we can find a cost-effective way of getting it repaired for you”.

Search for answers

Being completed does not mean you know all the answers, it also means that you
know where you can find the answers.
Consult with the best person (Team lead) or source for accurate information on
what you need to know.
 
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 Handling angry or complaining customers

Customers get rude or angry for a variety of reasons-some justified, some not.
Complaints are greatest source of learning; they show us where we fail and where and how
we should improve.
Tips to handle angry customers
Remain calm
When a customer starts yelling or being otherwise rude, there is nothing to be gained by
responding in a similar manner.
In fact, that will probably escalate hostilities. Maintain control of yourself.

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 Summary

 Talking ownership is not just doing a job, or working on a project; it means making it your
mission to see it through.

 Don’t look to others to address issues; instead look for problems before they become
obvious, and find and implement solutions,

 If you can’t fix it, then don’t just toss the responsibility to somebody else; track down the
person who can fix it, and make sure they address the issue,

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 In brief

 Energy/smile/enthusiasm while you are with client

 Don’t shew, drink or mumble while you are with client
 Treat every client as a first user of the day
 Treat all calls as customers, all customers as friends
 Your phone should not ring in a meeting; either switch it off or put it on vibration
 Always use a pleasant, congenial and friendly tone
 Never interrupt the person while he/she is talking to you
 Never engage in an argument with a client
 If there is a problem, be concerned, be empathetic and apologetic.

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1- What is definition of soft skills ?
2- Would you provide two types of common soft skills?
3- What is the importance of communication? What is an effective
one?
4- What are the important facts about body language?
5- How to be courteous when talking to a customer?
6- What helps you connect with the client and solve his problem?
7- Provide four ways to answer clients’ difficult questions.
8- What is the the best solution to handle angry and complaining
customers?

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