BY NIKZAD SHAHMARDANI

SOFT SKILLS

What are Soft Skills?

Intangible qualities required for a 360 degree development of an individual

AttitudeCommunication

Inter-Personal SkillsTelephone Etiquettes

…to name a few

Why Soft Skills – The Benefits

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.

Your Voice

Customers cannot see you over the phoneThey cannot look at your facial expressionsYour face cannot give them the confidence they require

YOUR VOICE

20% 80%

Use your Voice - Words

Speak slowly and clearlySpeak in short, simple sentencesPractice speaking aloud at every opportunityUse 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?

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.

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

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 ringsGreet the client firstSelf introductionOffer assistanceListen carefullyRemember the caller’s name and use it during the conversation

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