Soft Skills and Voice and Accent for BPO

7/23/2019 Soft Skills and Voice and Accent for BPO

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1Ar o - SS & Tech Inte ration!

BPO

training!SS & Tech. Integration

• Customer Service

• Soft Skills

• oice & Accent

• Chat & mailsu""ort

• #et$orkingB% A. Taha.



'Ar o - SS & Tech Inte ration!

Scenario

John Doe is an ‘IT Prodigy’ and works as a free-lance IT consultant.Lately, he signed up a new client and is reuired to pro!ide co"pletenetworking solution.

#e is up for the task and has reuested certain tips on$• %usto"er ser!ice,• &oice ' accent,• (oft-skills,•

%hat ' )"ail ethics, and,• Proof-read his literature on his network deploy"ent plan for his

client.



Customer Service

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)*+

1,+

1*+

“Customer service is a process, a manner in which we provide service toour customers. It begins the very moment, the interaction starts.“

Why is Customer Service Important?

Positive customer service leas to ‘Customer Satisfaction’. hich in-turn

encourages customer lo%alt% i.e/ retains the customer an "rovies theo""ortunit% for ‘epeat !usiness’.

Whereas, poor customer service "eads to !usiness #oss. $%

An ine"enent surve% sho$s that )*+ of Business loss-customers turning

to$ars other 0rans or com"etitors-is cause 0% ‘&ost Sa"es Service'issatisfaction’

)+ $ho are issatis2e $ill tell 0et$een * an '3 "eo"leOnl% ,+ of those $ill let 4O5 kno$ the% are unha""%

Com"anies S"en huge amounts on marketing an avertising

to gain customers. Poor customer service can evastate all this

e6orts an investments.



In genera", positive customer service ta(es p"ace when we addressboth the human needs and business needs of our customers.

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Business Needs Human Needs

• To 0e taken seriousl%/

• Com"etent/ e7cientservice

• To 0e informe of the

o"tions

• 8no$legea0le hel"

• To 0e ke"t informe

• 9ollo$-through

• :onest%

• Professional service

• Antici"ation of nees/

• ;"lanations in m%terms

• Basic courtesies

• #ot to 0e "assearoun

• To 0e listene to anhear

• <eicate attention

•

9rienliness• m"ath%



Soft-Skills

Soft skills are the key skills that are required by any individual to sustain and grow

professionally in any job environment that requires interaction among fellow

colleagues or with the clientele.

*or support professionals, (oft skills refer to anything that falls outside of thetraditional product and de!elop"ent skill set. (oft skills is the a+ility to co""unicate

effecti!ely, pro"ote tea"work within the organiation, present ideas, "anage people,sol!e issues and pro!ide ecellent custo"er ser!ice.

In general, soft skills can be defined as the “skills, abilities and traits” that pertainto personality, attitude and behavior.

(ince #ard skills ha!e +eco"e generic the key differentiator is the (oft skills.

)"otional uotient co"es in picture instead of Intelligence uotient. Its not /ust a+out pro!iding ser!ice, its a+out gi!ing a personal touch to retain custo"er loyalty and earnappreciation ' respect for +oth the organiation and as an indi!idual.

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0uilding 1apport and )hi+iting )"pathy

Rapport: reates a connection with the customer.

!reak the ice, be friendly yet in a professional manner.

2("ile3 - )!en if you are not interacting with the custo"er face-to-face, s"iling

does send positi!e !i+es when you s"ile and assist.

Use the customer’s name

“If I understand you correctly, "ohn#”

$o an e%tra mile arrange a call back if needed, make sure you are dedicated to resolve

his issue on priority. onfirm the issue is fi%ed.

Suggest him on “&ut of Scope” issues.

Tip: %o""ent on so"ething the custo"er says or a+out where they li!e. This

"akes things see" "ore personal.

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m"ath%

Empathy: 'he ability to put yourself in another person(s position and address it.

It will be a temptation for one to quickly move on and provide resolution, but empathi)ing

does wonders in ustomer Service Industry.

Three Techniues to )"pathie4

5. uestions 6can you tell "e "ore a+out that789. %larification 6Let "e see if I got this right.8

:. 1esponse 6I i"agine that "ust +e frustrating.8

I understand how you feel, waiting for long time to reach us can be annoying. I sincerely

apologi)e for any frustration this may have caused, its holiday season and a lot of

customers are trying to reach us hence the long queue .

)mpathy is di*erent from Sympathy.

Its like getting into %our customers shoe/ unerstan ho$ he feels come0ack to %ourself aress his concern an "rovie e7cient service.

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Customer ngagement 9lo$

Customer service re@uires that an interaction follo$s an algorithm$hile interacting $ith customers. It valiates "rofessionalism anoes not eviate from core service.

In an ieal interaction/ there are 2ve stages of the Customer

ngagement 9lo$reet the Customer/ o6er hel"/

Pro0e 5nerstan the Issue & con2rm/

m"athiDe/

=es"on 6ective 9irst Time =esolution/

Close Conclue the Interaction.

+ote$ ypica""y spea(ing, not a"" the interactions a CS may face, are idea".

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0est Practices)sta+lish rapport early in the call and +uild throughout.

(how )"pathy

Do not criticie custo"ers, partners or co"petitors

Do not share infor"ation +etween custo"ers

%hoose your words; tone carefully

0e cautious with hu"or <ords can +e taken the wrong way or out of contet

<ords can co"e +ack to haunt you

=e!er offer legal ad!ice

0e prepared to transfer ; escalate

Docu"ent accurately

0e thorough and factual

0e aware of the records retention policy at your location

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Customer ;"ectation & Eoment of Truth

ver% time a customer esta0lishes a contact/ he has a set of "re-

conceive ieas/ assum"tions a0out ho$/ he is going to 0e serve. The%coul arise from his "ast e;"erience or it coul 0e a set of e;"ectations.

“reat the customer, as you wou"d "i(e to be treated as-

These e;"ectations coul 0eF

&rompt service,

)/cient reso"ution in 0rst contact,&rofessiona"ism,

espect,

Individua" 1ttention, etc

hile the interaction "rocees/ customer is actuall% rating us in the 0ackof his min on $hether $e are meeting his e;"ectations or not. Before

the interaction is over/ he forms an o"inion on $hether $e have met hise;"ectations/ or faile to meet them or e;ceee them. #o$ thatmoment is Eoment of Truth. If $e have e;ceee his e;"ectations/ $hat

$e give him is a "ositive Eoment of Truth an a GoH e;"erience.

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oice & Accent

Souns

1ny spo(en "anguage re2uires to pronounce correct sound of thespo(en words. In case of )ng"ish, as a foreign "anguage there is

a"ways a heavy in3uence on intonation of their respective mothertongue "angue.

To overcome this situation one nees to "ractice the 0asic souns ofConsonants an o$els. Belo$ are the chartsF

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S%lla0les & IntonationSy""ab"e is the sma""est possib"e distinctive sound produced to

pronounce a word.

)g$ 4i %5ne Sy""ab"e6, 4e""o%4e" "o wo Sy""ab"e6

• S%lla0le stress causes i6erent accents.

• It is im"ortant to 0e a0le to ientif% an 0reak o$n a $or intos%lla0le

Intonation is stress on sy""ab"e to produce an accent.

• There are various methos of using intonation to "rouce an accentsimilar to the language s"oken at a "articular geogra"hic region.

• The inustr% stanar re@uires to neutraliDe the accent 0% controlling

the intonation "art of s"eech.• Ste"-u" an Ste"-o$n metho-Stress on the 2rst $or ste" u" on

"itch/ an grauall% ste" o$n to en the sentence an stress againon last $or. ;am"le

• +ote$ Stress can a"so be on important words you want to emphasi7e

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Chat & mail5nlike voice su""ort/ chat & email meium re@uires more attention.

Because its not Just $hat %ou are conve%ing to the customer comesinto "icture 0ut there is more to it.

• riting skills 5""er case/ lo$er case/ "unctuations etc/

• =es"onse time All e6orts go in vain if this factor goes for a toss/

• =ea 0et$een the lines to unerstan customers human nees.

tc

• A00reviations/ chat lingos/

• mail formats/ chat ethics/

• Eulti-Tasking etc.

ip$ !ecome (eyboard friend"y and you are game.

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<oKs & <onKt• Typing in >PP)1 %?() is considered to +e a+usi!e or a "ore ada"ant or urgent

epression of the phrase. >pper case should 2never3 +e used with a custo"er.

• 2DO NOT” flood the window. 0efore continuing "ake sure the custo"er can relate to

you and understands what you are referring to.

• If you are posting a lengthy eplanation, type part of it and use 2...3 and continue the

"essage in your net post.

• To cut down the ti"e spent on typing, "any custo"ers ha!e started usinga++re!iations for !arious actions and phrases. #ence, though it is an a+solute no-no to

use these a++re!iations with the custo"ers, it is i"portant to +e fa"iliar with the".

• ?!oid needless details or co"pany /argon that will confuse or +og down the "essage.

• 1espond uickly to custo"er reuests and do follow-ups. If a custo"er is !ery clear

a+out what he needs or wants, your priority should +e to "ake it happen. ?nd if, forso"e reason your course of action can@t happen, follow-up with another option or

solution. =e!er let the custo"er@s epectations down. Do what you say and you can,

when you co""it, deli!er.

• =e!er argue with custo"ers. )ncourage custo"ers to !oice their concerns, +ut don’t

"ake /udg"ents or participate in a argu"entati!e confrontation.

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Tone & 9illers

8or voice support, one is how the customer perceives our attitudetowards them. 1 p"easant tone carry9s a message that we care.

A monotonous tone can 0e inferre as a canne res"onse.

8or Chat : )mai", punctuations become your tone.

).g$ I’m going to wor( today ? ; .+ote$<se &unctuations wise"y, they can change the conte=t tota""y. >ay sound Sarcastic.

8i""ers are re2uired to (eep the communication go two ways. #i(e o(,I see, I understand, I got it etc. It is used wide"y for 1c(now"edging,

1ppreciating, 1/rming, 1ssuring, &araphrasing, &ositive 1greementetc.

+ote$ 'o not repeat the same 0""er again and again, co7 again it sounds "i(e a cannedresponse.

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#et$orking

Lohn is su""ose to install an esign a net$ork $ith certainrestrictions.

The com"an% has > i6erent grou" of users such as :=/ Earketing/CS=/ 9inance/ Aministration grou".

:e not onl% has to esign the net$ork an im"lement it 0ut also has

to restrict one grou" from accessing other grou" of com"uters %etremain in the same net$ork.

=outers/ IP & Su0net.

Class A/ B/ C of IPKs.

:o$ su0net can 0e use to calculate & restrict com"uters of i6erent

streams from accessing others.

Documents

Soft Skills and Voice and Accent for BPO