BY NIKZAD SHAHMARDANI SOFT SKILLS

What are Soft Skills? Intangible qualities required for a 360 degree development of an individual Attitude Communication Inter-Personal Skills Telephone Etiquettes … to name a few

Intangible qualities required for a 360 degree development of an individual

Why Soft Skills – The Benefits Communicate effectively More appealing personality Customer focus Career advancement Smooth professional life

Communicate effectively

More appealing personality

Customer focus

Career advancement

Smooth professional life

Telephone Etiquettes

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.

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.

Your Voice Customers cannot see you over the phone They cannot look at your facial expressions Your face cannot give them the confidence they require YOUR VOICE 20% 80%

Customers cannot see you over the phone

They cannot look at your facial expressions

Your face cannot give them the confidence they require

YOUR VOICE

Use your Voice - Words Speak slowly and clearly Speak in short, simple sentences Practice speaking aloud at every opportunity Use a dictionary

Speak slowly and clearly

Speak in short, simple sentences

Practice speaking aloud at every opportunity

Use a dictionary

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?

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?

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 .

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 .

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

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

THANK YOU  Question & Answer Session

How to deal with client over the phone Opening of the call Pick up the call in not more than 2 rings Greet the client first Self introduction Offer assistance Listen carefully Remember the caller’s name and use it during the conversation “ Good morning, this is Amitabh at R care. How may I assist you?”

Opening of the call

Pick up the call in not more than 2 rings

Greet the client first

Self introduction

Offer assistance

Listen carefully

Remember the caller’s name and use it during the conversation

“ Good morning, this is Amitabh at R care. How may I assist you?”