Basics of Soft Skills

3. Objective
By the end of this session, you will be able to understandBy the end of this session, you will be able to understand
Soft Skills
Parameters of Soft Skills

4. Soft Skills
The way you speak to a customer, in terms of the language
you use, your tone and clarity of voice are often referred to
as the ‘Soft Skills’.

5. Soft Skills

6. Softer Aspects
Willingness
willing is used to describe someone who does something
fairly enthusiastically and because they want to do it
rather than because they are forced to do it.

7. Intonation
intonation is variation of spoken pitch that is not used to distinguish
words…Instead it is used for a range of functions such as indicating
the attitudes and emotions of the speaker, signalling the difference
between statements and questions
Softer Aspects

8. Active Listening
Softer Aspects
Active Listening is required to understand, interpret and evaluate
what they heard.

9. Pace / Speed
The pace of your call is the speed at which the call has
been taken, it should not be as fast that customer is
not able to understand and also not as slow that
customer disconnects the call
Softer Aspects

10. Softer Aspects
Politeness
who is polite has good manners and
behaves in a way that is socially correct
and not rude to other people

11. Softer Aspects
Interest Building
If you have an interest in something, you would want to
learn or hear more about it. If something interests you, it
attracts your attention so that you want to learn or hear
more about it or continue doing it.

12. Softer Aspects
Acknowledgment
If you acknowledge a fact or a situation, you accept or
admit that it is true or that it exists. Acknowledging
customer makes him feel that you are listening and
accepting his situation

13. Softer Aspects
Personalization
If you personalize an argument, discussion, idea, or issue,
you consider it from the point of view of that individual, it
gives an extra edge to the conversation, individual feels
delighted and motivated that he/she is been heard

14. Softer Aspects
Empathy
Empathy is the ability to share another person's
feelings and emotions as if they were your own

15. Softer Aspects
Ownership
Ownership of something is the state of owning it, that I am
the custodian and I would not give up until I resolve this

16. Softer Aspects
What we need to remember – While taking calls
Greet with Smile
Talk with energy
and enthusiasm
Be clear in your
conversation
Tell your name and
company name
very clearly
Acknowledge
positively
Don’t interrupt
and let customer
speak
Apologise if
required
Assure customer
that best possible
assistance we
would provide
Keep on engaging
customer while
navigating systems

17. Keep Smiling….

18. Let’s Paraphrase

19. Let’s Paraphrase