Customer Service

Dealing with the challlenges of

‘new normal’
New Normal Approach
Common Responsibilities of Security Guards
1. Greetings, smiling although wearing facemasks.
2. Thermal Scanning, using the scanner and its spiel
3. Bag Inspection, using the metal detector
4. Parking Arrangement and monitoring of vehicles while parked
5. Answering inquiries from customers
6. First Responders- Medical, Security and Safety, and to
violators.
7. Assurance of Physical Distancing and its implementation to
customers
8. Implement the wearing of PPEs of customers as mandated by
the government
9. Wearing of complete and neat uniform
 Grooming & Soft Skills

Hard skills are skills you can gain through education, training
programs, certifications, and on-the-job training. These are typically
quantifiable skills that can be easily defined and evaluated. For
example, a hard skill for an IT professional might be computer
programming, while a hard skill for a carpenter might be a
knowledge of wood framing.

Soft skills, on the other hand, are interpersonal (people) skills.

These are much harder to define and evaluate. Soft skills
include communication skills, listening skills, and empathy,
among others.
 Grooming & Soft Skills
Soft skills are the personal attributes, personality traits, inherent
social cues, and communication abilities needed for success on
the job. Soft skills characterize how a person interacts in his or her
relationships with others.
Unlike hard skills that are learned, soft skills are similar to
emotions or insights that allow people to “read” others. These are
much harder to learn, at least in a traditional classroom. They are
also much harder to measure and evaluate.

Soft skills include attitude, communication, creative thinking,

work ethic, teamwork, networking, decision making, positivity,
time management, motivation, flexibility, problem-solving,
critical thinking, and conflict resolution.
 KEY Soft Skills
1. Communication
2. Self-motivation
3. Leadership
4. Responsibility
5. Teamwork
6. Problem Solving
7. Decisiveness
8. Ability to work under pressure
9. Time management
10. Flexibility
11. Negotiation and conflict resolution
 Business Body Language

 Body language is a language without spoken words,

it is called non verbal communication.
 Action speaks louder than words
Business Body Language

 55% of our language is communicated by

body language
 People we deal with everyday
- Client’s management
- Client’s employees
- Client’s visitors and customers
- Management
- Government representatives
- Co- workers
- General public
- The violators
Internal and External Customer
Business Body Language

 55% of our language is communicated by

body language
10 Commandments

 Listen
 Teach
 Pay Attention
 Ask right questions
 Don’t interrupt
 Apologize
 Focus on solutions, do not blame
 Put yourself in others shoes
 Go extra mile
 Laugh, smile and have fun
Business Body Language

 55% of our language is communicated by

body language
Business Body Language

 The conscious and unconscious movements

and postures by which attitudes and feelings
are communicated
 Best Body Gestures
 Smile and Confidence
 Direct Eye Contact
 Body Gestures
 Active Listening
 Posture
 Haptic or Touch
Horrible Body Language
Body Language

 Body language is the unspoken form of

communication that we use in each and every
of our interaction with another person. It tells
us exactly what the other person is thinking
by analysing the movement of his hands,
gestures and tone speaking.
Eye Contact

 Eye Contact shows the confidence on the

speaker’s part. When you make eye contact
while speaking, you can understand what the
other person is actually saying. It helps you
understand even the unsaid words.
Gestures
 Gestures are a form of non-verbal communication
which indicate particular messages in reference to
the conversation. They include the movement of
hands, face, or other body parts.
Postures
 Postures describes how the speaker stands and
moves around. A good posture exhibits strong
confidence and command of the speaker.
Proxemics and haptic/ touch
 Proxemics is a kind of non-verbal form of body
language that consists of spatial distances. It is the
study of measurable distances between people when
they interact with each other.
Benefits of Soft Skills

 Connect with people better

 Increase your opportunity
 Prevents conflict
 Improve your presence
 Open up your world
 Being Happier

“People may not tell how they feel about you, but they
always show you. Pay attention.”
Business Professional

 Dress professionally to have better chances

of leaving a positive impression.
 Well-pressed and complete uniform and
shinning metal parts.
 Rule of thumb. Do not wear anything
questionable, or not part of the uniform.
 How you dress up represents you and your
company
Front liners Etiquette
(For front liners like receptionists, lobby guards, entrances and even
parking entrances)
 Frontlines/ Front Desks
 An area where visitors arrive
and first encounter a staff at
a place of business. Front
office staff will deal with
whatever questions the
visitor has, and put them in
contact with a relevant
person at the company.
Broadly speaking, the front
office includes roles that
affect the revenues of the
business.
Face of the brand/ Grooming
Personality Attributes of Frontliners
 Roles and Responsibilties
Neat Appearance, Address the
clean and customer’s needs
organized area, immediately
memorized spiels
Presentation Promptness

Courtesy Professionalism

Greetings and Neat Uniform,

Use of Magic good attitude
words
Thank you