Soft skills

The “Company Name” Customer Service Philosophy
 At “Company Name” it is our
continued goal to ensure that the
customer feels as though they
receive the best possible service
during our interactions.
 That service begins with how you
choose to approach each call.
 While you will not be able to please
everyone all the time, there are
many things entirely within your
control that can make or break an
interaction.
Your approach
to customer
service can
make or break
an interaction.

One day Mr. Sharma was in deep thought, he seems tensed
To see him tensed, his friend Mr. Verma asked!
Mr. Sharma, what
happened? Is every
thing alright?
Since then I am
thinking of, what
should I do to become
a STAR performer??
Do not worry
my friend, I
have few tips
for you.

Working towards reducing customer anxiety on calls
includes
S : Stress Free
Empathy &
Apology

18 Jan

 Empathy allows people to build
connections with customer.
 Make customer comfortable even after a
bad experience
 Empathy is a way for you to show your
customer that you care
What is Empathy?
The ability to imagine how a customer is feeling and to
understand his/her concern.

Customer VOC :- I didn’t receive my refund from last 2 weeks I
am taking follow-up everyday. Again and again you people are
sharing me 3-5 business days ! I am not happy with the
response . I want my refund back !!
Champion Empathized by saying :- I completely
understand that this is not the best experience we are
committed to provide to our customers.
If I was in your place I would have reacted the same way. I
would request to give us a chance to prove our quality of
service.

Customer VOC :- मुझे रिफ
ं ड अभी तक नह ं ममला है | मैं
कह ं दिनों से कॉल कि िह ं हूँ, िो हफतेेः हो गए तीन से पाूँच दिन बोला जा
िहा है हि बाि पि अभी तक कोई रिफ
ं ड नह ं आया है | मैं ककतनी बाि कॉल
करु ? कब तक ममलेगा मुझे मेिा रिफ
ं ड | मैं औि वेट नह ं करुूँगी |
Champion :- मैं आपको हुई असुववधा को पि तिह
समझ पा िहा हूँ औि मैं चेक कि लेता हूँ कक आपक
े मलए क्या बेस्ट
ककआ जा सकता है |

Many a times in customer support, you will encounter
difficult conversations with the customers. You will get
connected with customers who are facing a hard time with
your product or service, and they would be in need of your
guidance or expertise to help them resolve the problem.
The two primary reasons as to why apologies
have a significant impact on building customer
relationships can be summarized as:
 They give you the chance to acknowledge the
concerns of customer.
 They allow you to propagate a sense of
customer loyalty

Customer VOC :- I ordered for a Boys Red Sweatshirt,
however I have received a Boys Blue Jeans. My child had to
use this product for an family event which he would not be
able to.
Champion Apologized by saying :- I am really sorry for the
inconvenience that has been caused to you. I understand
that you were not able to use the product as you had
intended to.
Let me just check what best I can help you with

T : Tone the ability to change the meaning of the words you say by changing your
pitch, intonation, volume, and tempo.

VOICE MODULATION ?
BUT WHY ? WHO
CARES ABOUT MY
TONE ??

• Pitch, in speech, the relative highness or lowness of a tone as
perceived by the ear
Pitch
• The melodic pattern of an utterance. Intonation conveys
differences of expressive meaning (e.g., surprise, anger,
wariness)
Intonation
• Volume is the perceived loudness of the speaker, be it low or
high
Volume
• Speech tempo is a measure of the number of speech units of a given
type produced within a given amount of time. Speech tempo is
believed to vary according to contextual and emotional factors,
between speakers and also between different languages and dialects.
Tempo

IMPORTANCE
OF VOICE
MODULATION
Brings
clarity in
communic
ation
Binds the
audience
Expresses
emotions
Shows
Confidence
Speech
becomes
interesting
Allows
Speaker to
draw the
attention of
the listener
w
H
Y

How to demonstrate effective Tone during an Interaction
By being energetic and friendly
Being Confident
Maintaining appropriate intonation & modulation
Being polite and Professional
Being Calm and reflect smile
Being Understanding & Supportive

Interrupting
and
Overlapping A
Customer On
Calls 18 Jan
A : Active Listening
Remain attentive to customer needs and
concerns

WHAT IS
INTERR-
UPTION ON
CALLS
Interjecting someone to speak while the other is in the midst of talking is
known as Interruption
Interrupting the customer to ask or tell something over the call is known
as interruption on calls

Irate
Customer
Full issue of
Customer not
acknowledge
d
Eagerness
to end the
Call
Presuming
customer’s
Query

• Allow the customer to
speak first
• Speak only after the
customer has stopped
speaking
• Don't presume what the
customer has to say
• Be patient while listening
to the customer
• Don’t be in a hurry to
close the call

Talking in parallel with the customer on
calls is called Overlapping.
Overlapping occurs when the associate
starts speaking alongside the customer
to either interject, affirm, confirm or
question.

• Conversation
becomes overlapping
when one person
starts before the
other ends
• Customer is not able to
understand what the
champion is saying.
• A Perfect solution of
the query is the not
obtained
Causes Effects

• Speak only after
the customer has
stopped speaking
• Be patient while
listening to the
customer
• Don’t speak
alongside the
customer

R : Rushing Speaking in a high rate of speech
Includes

Why to take Pauses while Speaking

Use your experiences as a guide.
The way you interact
with each caller in your
queue should meet or
exceed your own
expectations if the
roles were reversed.
 Think about the last time you
contacted the customer service
department of your bank or favorite
retailer, or when you’ve reached
your doctor’s or dentist’s after-hours
answering service.
Ask yourself these questions.
 What stood out to you?
 How did the executives come
across?
 Were they kind or unfriendly?
 Did they listen, yell at you, or talk
over you?
 Did you feel heard, or did they act as
if you were just another call to be
answered?
 A lot can be learned from your
personal experiences.
 As a consumer and a human being,
you have every right to expect a
certain level of treatment from
others.
 And thus, so does each caller.

When Calls Go Well What Is The End Result
The end result for callers is simple :
 They’ll leave the call without a doubt
that their request or issue is in good
hands.
 At the end of every customer
support call, consider asking your
clients this question: “Is there
anything I can assist you with?”
 If we’re doing our job right, the
answer should almost always be NO.
 Sometimes you won’t be able to
make everyone happy all the time.
Your phone manner may be the very
picture of professionalism and kind,
courteous service, and someone may
still hang up with a chip on their
shoulder.
 But, as long as you can say that you
did your best and followed the
principles in this training, then
you’re doing your job.

 Their customers will feel
valued and validated.
 They’ll retain current
customers and build new
relationships.
 They’ll see increased
revenue and increased
referrals.
 If we’re taking accurate,
thorough messages, they’ll
have less work to do.

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