Importance of soft skill in Customer service

1. Welcome
Prepared By: Hasanul Islam

2. SOFT SKILLS

3. Soft skills refer to the cluster of:
• Personality traits
• Social graces
• Facility with language
• Friendliness
• Personal habits
• Optimism

4. EXAMPLES OF SOFT
SKILLS
1. Personal qualities
2. Interpersonal skills

5. PERSONAL QUALITIES
• Responsibility,
• Self-esteem,
• Sociability,
• Self-management
• Integrity/honesty.

6. INTERPERSONAL SKILLS
• Participates as a member of the team
• Teaches others
• Serves Client / Customers
• Exercises Leadership
• Negotiates
• Works with cultural diversity

7. Hard Skills or Smart Skills
• An Executives expertise and ability in dealing with hardware, software, and systems
technologies.

8. MERGE SOFT AND HARD
SKILLS TO ACHIEVE TASK.
HOW?

9. ACT AS:
• Team player
• Effective communicator
• Adaptable to change
• Positive/flexible attitude
• Continuous learner
• Self-confident
• Willing to take risks
• Committed to personal excellence

10. Hard
skills
Attitude
Values
Task
achieved
Soft
skills
SIMPLE FORMULA IS :

11. ADDITIONAL: TIPS TO SUCCESS
CALL ANSWERING ETIQUETTES
• Answer the phone promptly
• Identify yourself and the company
• Speak clearly
• Ask for caller’s name
• Listen without interrupting
• If you don’t know the answer to the question, find someone who
does, don't guess

12. Thank You