2. Outline
• Change – The Forgotten Paradigm
• People Skills
• Emotional Intelligence
• Delivering Outstanding Customer service
• Traits Of A Customer Service Master
• Efficiency Vs Effectiveness
• Communication Skills And Its Barriers
• Keys To Effective Communication
• Art Of Saying No Without Alienating The End User
3. Change: The Forgotten Paradigm
• Business is a turbulent environment and change is vital
• We need understand the core idea or deep nature of “Change”
• Business world is changing, customer and their needs are changing,
supplier demands are changing
• Hence the “Change”
Parmenides of
Elea was a pre-
Socratic Greek
philosopher –
believed change
is not possible
Heraclitus also a
pre-Socratic
Greek
philosopher –
believed change
is eminent
7. IQ Vs EQ
• Emotional Quotient (EQ) is a way to measure how a person recognizes
emotions in himself or herself and others, and manages these
emotional states to work better as a group or team.
• Intelligence Quotient (IQ) is a value that indicates a person's ability to
learn, understand, and apply information and skills in a meaningful way.
8. Four competencies for EQ
4 sets of competencies for Emotional Intelligence
• Emotional awareness – How am I?
• Emotional self-management – How do I regulate my emotions?
• Social awareness – Empathy for other people?
• Impact and influence – How do I impact other people?
9. Emotional Intelligence Question
• How quickly and how well a couple resolves a fight/an issue
(amicably) can tell you how many years they will be married. (Dr
Richard Boyatzis, PhD, Professor of Organisational Behaviour,
Psychology and Cognitive science, Case Western University)
10. Activity On EQ
Activity 3
What mood(s) might be helpful to feel when meeting in-laws for
the very first time?
a. tension 1 2 3 4 5
b. surprise 1 2 3 4 5
c. joy 1 2 3 4 5
Not Useful Useful
11. EQ Vs IQ
IQ
20%
EQ
80%
EQ Vs IQ
Research shows that
80%
of your success in life
depends on EQ.
“Reference: Daniel Goleman's theory of Emotional Intelligence”
12. Building your EQ
Some exercises for Emotional Intelligence –
• How are you – in a team ask each other how you are and you have to
answer it honestly – like what you are feeling. This will help build
connection with your team and enhance the skill of emotional
awareness - genuine effort
• Emotional self-management: do it by taking a deep breath down in
to your abdomen
14. Market Research
• According to Amazon 60% of their customers are returning customers
(loyal customers) – Amazon has “Customer is a King” as their motto.
• Richard Shapiro (President of TCFCR) The Centre For Client Retention
(US based firm) which deals with research on how to improve the
customer experience and loyalty says that it is the “PR” your
employees’ share with customers helps deliver the best customer
service.
15. Facts – Market Research
Oct 2014:
1. UK – brands are approx. losing 15 Billion pounds annually due
to poor customer service
2. US - brands are approx. losing $41 Billion each year due to
poor customer service
3. 71% of those who experience positive social care are likely to
recommend that brand to others
4. Using social media can help achieve superior gains
www.aprature.com/startling-custserv-statistics
17. Disney Case Study (Contd.)
• Disney theme parks expects all the stakeholders – from sweepers, IT
technicians to contractors to be aware of their business processes
and should be able to answer questions about it (at least the basic
information)
• In case they don’t they need to find someone who can help
18. Delivering Outstanding Customer Service
• Empathy not sympathy
• It ok not to know everything - Don’t speculate (customer knows if
you are guessing) – refer to someone who knows
• Handle every question with grace
• Put yourself in customers shoes
• Be sincere/honest – give the right answer
• Make a connection – you have won the person
19. Work Ethics
• Appearance
• Being presentable
• Your image is your company’s goodwill
Your
presence
Your
attitude
Your
Image
Your
etiquettes
Good
Customer
Service
“People eat with their eyes”
20. Traits Of A Customer Service Master
• Patient
• Attentiveness
• Clear communication skills
• Knowledge of the product
• Ability to use positive language (use EQ)
Without positive language: "I can't get you that product until next month; we don’t have it and
unavailable at this time."
With positive language: "That product will be available next month. I can place the order for
you right now and make sure that it is sent to you as soon as it reaches our warehouse.“
• Time management skills
• A calming presence (using EQ)
• Goal oriented focus
• Closing Ability – ending conversation with confirmed satisfaction
• Willingness to learn – gain knowledge of the products and services (the 360o approach)
23. Barriers In CommunicationBarriersinCommunication
Semantic Barriers
Faulty translation
Specialist Language
Emotional and
psychological Barriers
Failure to
communicate
Distrust in
Communication
Org. Barriers
Org. policy
Complexity in Org.
Personal Barriers
Lack of awareness
Attitude of supervisor
Proper
communication
Skills (layman’s
words)
EQ
Awareness of Organisatoin’s policy
Willingness to learn & being assertiveness
24. Keys To Effective Communication
• Use simple language
• Ask questions
• Prepare to present ideas clearly
• Don’t not be vague
• Do not speculate
• Be a good listener – practice the EQ exercise
• Make request not demands
• Body language and tone is very important
25. Why Can’t We Say No!
• May get you bad reputation at work
• Fear of losing a client
• You don’t want to feel guilty
• Don’t want to disappoint others – you know how it feels
• Fear of conflict
• We want people to like us
26. Art Of Saying No!
• First find the and understand business reasons for the request
• Find an alternative – if you have to say no
• Keep your manager aware of the situation
• Offer to escalate
• Put ourselves in customer position
• Be empathetic
• You are the liaisons between your customers and the
computers/systems/services you provide
27. Art Of Saying No!
• Learn to identify a reasonable request – so that you don’t have to say
“No”
• No Is Not Bad Customer Service
Good customer service is made from a rather simple recipe:
• Solid communication
• Showing some compassion
• Willingness to problem solve
• Putting a plan to action
• Soften The Blow With A Counter Offer
28. Recap
• Change
• EQ
• Delivering outstanding Customer Service
• Your appearance matters!
• Effective communication
• Don’t just say “NO”
Notas del editor
Self awareness – how am I doing
Time management – dealing with procrastination
Cpd – improve your skills
Influencing skills – dealing with customers for example – looking in to articulated and un-articuated needs of the customer and convincing them
Verbal and non communication – body language and building rapport
Assertiveness – the balance between being rude and being gullible (say yes to everything)
Decision making – eq will be used here
Listen for 5 – builds your patience and listening skills – helps in understanding the needs of the customer – helps you build your empathy
Effectiveness
Efficiency
MeaningEffectiveness is about doing the right task, completing activities and achieving goals.Efficiency is about doing things in an optimal way, for example doing it the fastest or in the least expensive way. It could be the wrong thing, but it was done optimally.Effort orientedNoYesProcess OrientedNoYesGoal orientedYesYesTime orientedNoYes
