Soft SkillsSoft SkillsSoft SkillsSoft SkillsSoft Skills .pptx

SOFT SKILL

1. Road to be the Best Customer Service Executive

2. 03 01 02 04 TABLE OF CONTENT What is Customer Service ? Why is Customer Service Important ? How to be efficient as a Customer Service Agent ? Importance of Communication Skills & Techniques to Improve them

3. What is Customer Service ? It involves addressing customer inquiries, resolving issues, and ensuring customer satisfaction Customer service refers to the support and assistance provided by a company or organization to its Customers before, during, and after a purchase or interaction Customer service is crucial for building and maintaining strong relationships with customers, fostering loyalty, and promoting positive brand experiences.

4. Why is Customer Service Important ? Increased Customer Retention When Customers feel valued and heard, they are more likely to return to a Business and recommend it to others. This results in a steady stream of revenue and a positive reputation in the market. Enhanced Customer Satisfaction By going above and beyond to meet customer needs, Businesses can build long-lasting relationships with their Customers that translate into increased Loyalty & Revenue Positive Brand Image Customers who have had a good experience with a business are more likely to spread the word and leave positive reviews. This enhances the business's reputation and makes it an attractive choice for new customers.

5. How to be efficient as a Customer Service Agent ? Effective Communication Clearly and concisely convey information, using positive language and empathy to build rapport with customers. Active Listening Listen attentively to customer concerns, ask clarifying questions, and provide personalized solutions promptly Time Management Prioritize tasks, minimize distractions, and utilize efficient tools to ensure timely resolution of customer inquiries and issues.

6. 10 Important Customer Support Skills

7. Calling Etiquettes and Techniques to Improve them

8. Let us learn about Call Opening What is Call Opening ? Call Opening in Customer Service refers to the initial stage of a phone conversation with a customer. It sets the stage for effective communication and establishes a foundation of trust and professionalism What are the Important Parts to a Call Opening ? Call Opening should be given within 5 seconds, an Agent should always greet the Caller based on the time of the day while introducing themselves & the Organization. Additionally, Agent should provide service-oriented greeting on the call. All of this has to be done while maintaining Confident, Energetic & Enthusiastic tone on the call, with polite & clear rate of Speech Can you provide an Example of Call Opening ? Good Morning, My Name is Abhishek & I am calling from Porter How May I assist you today ?

9. Let us learn about Call Opening Why is Call Opening Important ? It helps the Customer in identifying the person they are conversing with and facilitates better communication It provides assurance to the Customer where they know that they've reached the right company and person A well-executed call opening creates a favorable first impression and demonstrates professionalism, courtesy, and a willingness to assist. By greeting customers warmly and attentively, call opening helps to build a rapport and establish a level of trust. Makes Customers feel more comfortable, encouraging them to openly express their concerns or needs Overall, a well-executed Call Opening sets a positive foundation for the customer service interaction, fosters effective communication, and increases the likelihood of a successful resolution of the customer's inquiry or problem

10. Any Questions ?? Thank You !!

11. Active Listening

12. What is Active Listening ? It is the ability of Paraphrasing the information and not interrupting the Speaker Active listening is the ability to focus completely on a speaker, understand their message, analyze the information and respond thoughtfully It has to do with not creating a judgement until the speaker has finished speaking

13. Why is Active L istening important ? It helps you build trust When people know they can speak freely to you without interruptions, judgment or unwelcome interjections, they’ll be more likely to confide in you. It helps you build connections When you demonstrate your ability to sincerely listen to what others have to say, people will be more interested in communicating with you It helps you increase your knowledge and understanding Because active listening helps you retain information, it will also help you better understand new topics and remember what you’ve learned so you can apply it in the future. It helps you avoid missing critical information Because active listeners are highly engaged with the speaker, they’re able to recall specific details. This is especially important when the speaker is providing his problem statement It helps you identify and solve problems The more quickly you’re able to spot these issues, the sooner you can find a solution or create a plan to address it

14. Increases the Productivity Improves persuasive and paraphrasing skills Improves and helps building rapport with the customer Reduces conflicts and misunderstandings How does Active Listening help ?

15. 4. Respond Appropriately Be candid, open and honest in your response. Assert your opinions respectfully. Treat the other person in a way that you think you would want to be treated 2. Show you are Listening Encourage the speaker to continue with small verbal comments like yes, and "uh huh.“ Use your own body language and gestures to show that you are engaged. 1. Pay Attention Be Open – minded Avoid being Distracted “ LISTEN ” and “ FOCUS ” on what the speaker is saying. 3. Provide Feedback As a listener, your role is to understand what is being said. This may require you to reflect on what is being said and to ask questions Ask questions to clarify certain points and Summarize How to become an Active Listener ?

16. Lets Watch a Video & Understand How to become an Active Listener

17. Summary What is Active Listening ? Active listening is the ability to focus completely on a speaker, understand their message, comprehend the information and respond thoughtfully Why is Active Listening important ? It helps you build trust, build connections, increase your knowledge and understanding You can identify and solve problems without missing critical information How does Active Listening help ? Increases the Productivity, helps in building rapport with the customer, improves knowledge retention and reduces misunderstandings How to become an Active Listener ? Pay Attention, Show that you are listening, Provide feedback and Respond appropriately.

18. Assurance, Ownership, Paraphrasing & Apology : The Key to Exceptional Customer Service

19. Why Ownership Matters in Customer Service ? Ownership is a crucial component of exceptional customer service. Agents that are taking ownership of a customer's issue are demonstrating accountability & commitment to finding a solution It leads to faster resolutions but also increases trust and loyalty from the customer Ownership empowers employees to go above and beyond for their customers Ownership makes someone take initiative and find creative solutions to problems instead of simply following protocol Increased level of dedication can result in higher customer satisfaction rates & even positive word-of-mouth recommendations

20. Taking Ownership of Customer Issues 01 Taking ownership of customer issues is crucial for providing fast and effective resolutions 03 By doing so, you show the customer that you care about their experience and are committed to finding a solution 05 Through commitment & dedication, we can turn a negative experience into a positive one, resulting in increased customer satisfaction 02 When a customer reaches out with an issue, it's important to take ownership of the problem and make it your own 04 The Idea is to take full ownership of the problem and work with the customer to find a solution

21. Acknowledging Customer Concerns Acknowledgment When Customers have concerns, it is important to acknowledge their feelings and let them know that you understand where they are coming from Showcasing Empathy helps build Trust and Rapport between the Customer and the Services offering Company / Organization Using Empathetic language and examples can be effective in illustrating your point to the Customer, thus making them comfortable Using Statements like " I can imagine how frustrating this must be for you" This shows that you are actively trying to put yourself in the customer's shoes and empathize with their situation

22. Acknowledgement - Verbal Nods English Verbal Nods Sure Definitely Alright Right Certainly I agree with you Yes Hindi Verbal Nods Ji Zaroor Ji Bilkul Ji Beshak Ji Haan Mai samajh sakta hun Aap sahi bol rahe hai Mai aapki baat se sehmat hun

23. Assuring Customers of a Solution When a customer reaches out with a concern, it's important to not only acknowledge their issue, but also assure them that you are taking steps to address and resolve it. This assurance can go a long way in building trust and confidence with the customer, leading to better overall satisfaction. Using confident language such as ' I understand your concern and I am committed to finding a solution for you ' can help reassure the customer that their issue is being taken seriously. Providing examples of successful resolutions in similar situations can further demonstrate your commitment to resolving their concern.

24. Sample Assurance Statements "Rest assured, we are here to help you resolve this issue." "I understand your concern, and I assure you we will take immediate action." "I assure you that we value your feedback and will address it promptly." "You have my assurance that we will do everything possible to rectify the situation." "We are committed to providing you with excellent service, and I assure you that we will not disappoint." "I guarantee that we will make this right for you." "You can count on us to resolve this matter to your satisfaction." "I want to assure you that we take your concerns seriously, and we will work diligently to resolve them." "Please be assured that your issue is our top priority, and we will keep you updated on its progress." "I assure you that we have a dedicated team working on your case to ensure a speedy resolution."

25. Paraphrasing in Customer Service When paraphrasing, it is important to use language that is clear and concise Avoid using technical jargon or complex terms that the customer may not understand Always make sure to check for understanding by asking the customer if your paraphrase accurately reflects their concerns In Customer Service, paraphrasing can be used to show empathy and build rapport with customers It helps to ensure that you have understood caller's concern and can provide an appropriate response Paraphrasing is a communication technique that involves restating what the customer has said in your own words Paraphrasing

26. Importance of Apology in Customer Service Apologizing promptly and genuinely can help prevent customers from switching to competitors and improves Customer retention. A well-executed apology can enhance the overall perception of the company. Customers are more likely to view the company in a positive light if they feel their concerns are being addressed and taken seriously. Apologies can be a crucial step in conflict resolution. Apologizing can help de-escalate tense situations and foster a more constructive dialogue between the customer and the company Apologizing shows that the company or representative recognizes & acknowledges their mistakes or shortcomings. It demonstrates willingness to take responsibility for any errors or issues that have occurred. Apologies help to convey empathy & understanding towards the customer's feelings and frustrations. It shows we genuinely care about the customer's experience & wants to address their concerns. When Customers encounter problems or receive poor service, their trust in the company may be compromised. Offering a sincere apology can help in rebuilding that trust. It shows that the company is committed to making things right.

27. Sample Apology Statements "We sincerely apologize for any inconvenience caused and are committed to resolving this issue promptly." "We deeply regret the inconvenience you have experienced and will take immediate action to rectify the situation." "Please accept our heartfelt apologies for the error on our part. We assure you that steps have been taken to prevent such occurrences in the future." "We apologize for the misunderstanding and any frustration it may have caused. Our team is working diligently to find a solution for you." "We are truly sorry for the delay in resolving your concern. Rest assured, we are actively working on it and will update you as soon as possible." "We apologize for the miscommunication and any confusion it may have caused. Our priority is to address your issue and provide a satisfactory resolution." "We understand the inconvenience you have faced, and we apologize for the inconvenience caused. Our team is dedicated to making things right for you." "We deeply apologize for the mistake and assure you that it was an isolated incident. We value your patronage and will make every effort to regain your trust." "We apologize for the inconvenience caused by our service. Your satisfaction is important to us, and we will make every effort to exceed your expectations in the future." "We extend our sincere apologies for the inconvenience you have experienced. We are committed to learning from this situation and improving our service to serve you better."

28. Any Questions ?? Thank You !!

29. Empathy

30. Agenda What is Empathy ? 1 Difference between Empathy and Sympathy 2 Importance of Empathy & Empathy Statements 3 Summary 4

31. What is Empathy ? Empathy is defined as the ability to understand the thoughts feelings or emotions of someone else Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, the capacity to place oneself in another's position Example : Feeling the same amount of excitement as a friend, when they tell you they're getting married

32. Experiencing the feeling of others You have similar personal experiences Emotion Understanding the suffering of other You acknowledge another’s circumstances Recognition Difference between Empathy and Sympathy Empathy Sympathy

33. Let's Watch a Video & Understand the difference in a better way !

34. Helps you rectify a Negative Customer Experience Empathy lets you understand your Customer's needs better Being Empathetic leads to strong Personal Customer Connections Empathy makes you treat your Customer with Dignity & Care Empathy enables you to give priority to your Customers Talking & Listening to Customers makes them HAPPY ! How does Empathy Enhance Customer Service ?

35. How to Use Empathy to win Customers!! Listen carefully Be a good a listener and try to repeat what the customer says to assure them that you are listening and that you understand their concerns Make it your problem Take ownership of the customer’s questions, especially if it is a complaint. Have a one-to-one relationship with your customer so that they have a point of contact that they can come back to. Allow them to ‘ get it all out ’ When the customer is angry, allow them to vent without interruption. Listen to the person carefully while using the time to figure out what you can do to fix their issue. Be respectful Make sure you talk to the customer with respect. Never talk down to the customer or talk over them. Approach it like a regular, professional conversation and they will appreciate you for it. Understand their priorities Every customer, particularly in an emergency situation, will have a list of priorities. Make them your priorities too and address them in the right order (mirroring them). This will reassure the customer that you know what they want and are taking care of them.

36. Here are some Empathy statement examples : I understand how frustrating it can be when things don't go as expected, and I want to help resolve the issue for you. I can sense your frustration, and I empathize with your situation. Let's work together to find a resolution that satisfies you

37. Here are some Empathy statement examples : It must be frustrating to encounter difficulties, and I apologize for any inconvenience caused. I'm committed to making things right for you. I understand that your time is valuable, and I apologize for any delays or inconveniences. Please know that I'm dedicated to resolving this matter as quickly as possible

38. Here are some Empathy statement examples : I want to assure you that I genuinely care about your concerns, and I'll do my best to address them promptly I'm sorry to hear about your experience. I can imagine how disappointing that must have been, and I'm here to assist you in finding a solution

39. Here are some Empathy statement examples : I'm truly sorry for any confusion or misunderstandings. I'm here to listen to you and ensure we find a resolution that meets your expectations I realize how important this matter is to you, and I want you to know that I'm fully committed to assisting you until it's resolved to your satisfaction.

40. Summary What is Empathy ? Empathy is defined as the ability to understand the thoughts feelings or emotions of someone else Difference between Empathy and Sympathy Empathy - Experiencing the feeling of others Sympathy - Understanding the suffering of other How does Empathy Enhance Customer Service ? Being Empathetic leads to strong personal Customer connections Empathy lets you understand your customers’ needs better How to Use Empathy to win Customers!! Listen carefully, Make it your problem Allow them to ‘ GET IT OUT ’, Understand their priorities

41. Probing : Listen A ctively, Question E ffectively

42. 2 1 3 4 What is Probing ? Probing and it’s usefulness Probing Techniques Summary Agenda

43. Probing is generally an action taken or an object used for the purpose of knowing the exact reason of customer’s needs or dissatisfaction Generally it’s a bunch of questions that are asked in sequence or in order to specify the understanding of a customer care associate Probing is an art of asking right question at the right time in a right manner What is Probing ?

44. For Root Cause Analysis For effective sales To enhance the Learning Process To solve a Problem For effective communication Probing and it’s usefulness

45. Helps to address the concerns in the mind of a customer Understand the needs of your customer To gain and maintain control of the conversation Helps in clarification and what the customer wants Increases the customers’ comfort zone Build relationship with the customer and gather information Need of Probing Asking questions is more important than finding answers … Why ???

46. Close ended question always expects a single word or short phrase answer in return Post gathering information by asking open ended question, close ended question can helps in getting confirmation of your understanding about the prospect's requirement Examples: Can I help you? Is everything good at work? Do you like iPhone or Android? Open Ended question expects a lengthy, descriptive answer in return Always let the prospect do the talking while probing as it helps to find out more about the requirement than you can anticipate by just Listening Examples: How can I help you? How's your work? What do you like about iPhone? Probing Techniques Open Ended Question Close Ended Question

47. Comparison - Probing Techniques Open ended Questions Close ended Questions

48. Need of Probing Build relationship with the customer and gather information Understand the needs of your customer Helps in clarification and what the customer wants To gain and maintain control of the conversation Probing Techniques Open Ended Questions Close Ended Questions Probing and it’s usefulness For effective presentation To solve a problem To enhance the learning process For effective sales For effective communication For Root Cause Analysis What is Probing Probing is generally an action taken or an object used for the purpose of knowing the exact reason of customer’s needs or dissatisfaction Summary Probing Summary

49. Hold Procedure & Dead Air Management in Customer Service A well-handled hold procedure and dead air management are crucial for customer satisfaction. Let’s delve into the methods and best practices that can make all the difference.

50. Why is a Great Hold Procedure Important ? Customer Experience Customers appreciate a seamless experience, with as little hold time as possible. Efficiency A well-organized and efficient hold procedure is vital for a successful customer service department. Maintaining Confidence Hold time can be stressful, especially when customers are uncertain about the status of their call. It’s important to keep them informed and reassured.

51. Strategies for Handling Hold Time 1 Offer Self-Service Options Companies also have an IVR system or a knowledge base where customers can find the answers they need without the need for a representative. 2 Provide an Estimated Hold Time Let the customers know approximately how long they will have to wait before a representative is available to assist them. 3 Play Music or Messages Companies play music or messages during hold time to keep the customers engaged and informed. 4 Offer a Call Back Option When hold time is too long, give the customers the option to receive a call back from Senior Team when a representative is available to assist them.

52. Hold Refresh Statement : "Thank you for being on the line, It's taking longer than expected due to 'xxxx' reason, May I please place your call on hold for a minute again?" Inform the Reason for putting call on Hold Thank the Customer for being on hold Refresh the Hold if it is taking longer than expected Sample Hold Statement : "May I please place your call on hold for a minute so that I can check your Order details ?" Ask for Permission & Inform the Duration (Maximum 1 minute) Steps to follow while placing a call on Hold

53. Conference Connected : "Good Morning, this is Abhishek calling from Porter. I have the 1st Person on line with me and this call is regarding the 'issue' " Make only 1 attempt for Conference call, Follow process as per SOP if Conference call does not connect Inform the 2nd person on conference about the issue & 1st caller being on line Introduce Yourself & the company when Conference call is connected Informing about conference : "Sir/Ma'am, Please stay be on the line while I try to make a Conference call with the '2nd person' " Inform the Caller about making a Conference call attempt Steps to follow while making a Conference Call

54. Techniques for Handling Dead Air Ask for Clarification If there’s silence on the other end of the line, gently ask if the customer is still there. Use Hold Music or Messages Playing hold music or messages during dead air can help maintain the customer’s interest. Stay Positive Use positive language when addressing the customer. Apologize for the dead air, if applicable, and assure the customer that you're doing everything to help them.

55. Key to Maintaining Caller’s Confidence Empathy Show empathy towards the customer’s situation, and let them know you’re going to do everything in your power to assist them. Transparency Be transparent about the process, the progress, and the estimated time to completion. Effective Communication Good communication is essential. Ensure that all your messages are clear, succinct, and informative.

56. Conclusion A well-conceived hold procedure and dead air management strategy can increase customer satisfaction and reduce customer callback Be adaptable and creative to best serve your customers. Explore new methods and strategies to boost your efficiency and effectiveness in holding procedures and dead air management.

57. Personalization in Customer Service

58. Personalization in Customer Service Personalization is an important aspect of providing exceptional customer service One way to personalize the experience is by using the caller's name Addressing customers by their name can make them feel valued & respected, which goes a long way in building rapport and trust Using the caller's name also helps to create a more personalized experience. It shows that the agent is paying attention and taking the time to listen to the customer Personalizing the call can help to create a positive impression on the customer interaction and increase customer satisfaction

59. Power of Please & Thank You in Customer Service PLEASE ! Positive language is one of the most essential aspects of customer service. Using Please and Thank You has a massive impact on customer satisfaction and builds stronger relationships.

60. The Science Behind Positive Language 1 Positive Words Trigger Positive Emotions Using positive language has tremendous benefits. It has the power to boost self-esteem and morale, make customers feel appreciated, and balance out negative experiences. 2 The Use of Magic Words Please and thank you are the so-called magic words. They make customers more willing to cooperate with you and happier about the interaction. 3 Positive Language Builds Trust & Loyalty Studies show that using positive language builds trust, increases customer loyalty and retention, and creates a positive image for your company. 4 The Psychology of Word Choice Customers often perceive the tone of your language more than the words themselves. Adding a simple "PLEASE" can soften a request and make it sound more respectful and polite.

61. Please & Thank You in Action Call Center Service Thank you for calling. Please give me a moment to check your Order details. I appreciate your patience. Apology Statement Please accept our sincere apologies for the inconvenience caused After the Service Thank you for choosing Porter. Please be on the line while I transfer this call to the IVR where you can rate our conversation

62. Sincerity is key. Speak from the heart rather than memorizing a script. Be Genuine Using variations of please and thank you can add more impact. Ex: Thank you for calling us today, or Please hold for just a moment. Practice More Than the Basics Consistent use of please and thank you can become habitual, so it naturally flows into conversations. Encourage your team to remember to use these courtesies with customers and with their colleagues. Make It a Habit How to Incorporate Please & Thank You into Your Customer Service Style

63. Conclusion Please and thank you may seem like small gestures, but they can make a huge impact on the customer experience. It builds strong relationships and encourages loyalty to your business. Practice using positive language daily, encourage your team, and watch your customer satisfaction skyrocket!

64. Basic yet Important Telephone Etiquettes ALWAYS Speak directly into the mouthpiece of the phone or a headset while talking ALWAYS be Courteous, Polite & Humble on calls ALWAYS believe in helping the caller solve their query AVOID Coughing, Sneezing, Breathing heavily into the Mic DO NOT eat or chew gum while talking on the telephone DO NOT cover the phone with your hand while asking for help during calls, instead use Hold or Mute button If you are interrupted or must talk to somebody else in your workplace while you are on the phone, simply ask the caller if they can hold and press the HOLD button.

65. IVR Call Rating Pitch IVR pitch for call rating is important in customer service because it drives improvement, measures satisfaction, ensures quality, and strengthens the customer-business relationship. It allows businesses to continuously enhance their services, meet customer expectations, and deliver exceptional customer experiences Why is transferring call to IVR Important ? "I will be transferring your call to our IVR where you can rate the conversation we just had. Thank you for choosing Porter, Have a great day !" Sample IVR Transfer statement