Soft Skills
description
Transcript of Soft Skills
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BY NIKZAD SHAHMARDANI
SOFT SKILLS
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What are Soft Skills?
Intangible qualities required for a 360 degree development of an individual
AttitudeCommunication
Inter-Personal SkillsTelephone Etiquettes
…to name a few
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Why Soft Skills – The Benefits
Communicate effectively
More appealing personality
Customer focus
Career advancement
Smooth professional life
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Telephone Etiquettes
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Importance of Telephone Etiquette
The telephone is a part of customer service.Many of our customers get the first impression of the
business by making a call.
Why is it so critical???
Because satisfying customers needs/requests over the phone is more challenging than serving face to face.
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Your Voice
Customers cannot see you over the phoneThey cannot look at your facial expressionsYour face cannot give them the confidence they require
YOUR VOICE
20% 80%
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Use your Voice - Words
Speak slowly and clearlySpeak in short, simple sentencesPractice speaking aloud at every opportunityUse a dictionary
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Use your Voice - How
Magic of Tone
Tone – The use of changing pitch to convey meaning
Express a feeling or emotion
Read the following sentences with different emotions: Today we are going for a party Where is the report I asked for yesterday? We have to come to work tomorrow. Is there anything else I can help you?
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Use your Voice - How
Effectiveness of Variation
Emphasizing words to enhance the message
Read the following sentences by emphasizing the bold word: I want you to finish this work today. I want you to finish this work today. I want you to finish this work today. I want you to finish this work today.
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Use your Voice - How
Rate of Speech
The use of pacing and pausing to generate effectiveness
Volume
The degree of sound; loudness, audibility
Clarity
The use of crisp and clear voice
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THANK YOU
Question & Answer Session
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How to deal with client over the phone
Opening of the call
Pick up the call in not more than 2 ringsGreet the client firstSelf introductionOffer assistanceListen carefullyRemember the caller’s name and use it during the conversation
“Good morning, this is Amitabh at R care. How may I assist you?”