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    Soft Skills Training Presentation

    Uploaded by

    taher.yosri

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Soft Skills Training Presentation

    Uploaded by

    taher.yosri
    3 views10 pages

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

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    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    3 views10 pages

    Soft Skills Training Presentation

    Uploaded by

    taher.yosri

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 10

    Effective Communication Skills

    • Active listening
    • Verbal and non-verbal communication
    • Clear and concise messaging
    • Handling technical jargon with customers
    – Case Study: A customer calls in confused about a
    technical feature of a software product. The
    customer service representative uses active
    listening to fully understand the problem and then
    explains the solution in simple, non-technical
    Customer-Centric Mindset

    • Understanding customer needs and pain


    points
    • Building rapport and trust
    • Empathy and emotional intelligence
    • Personalizing customer interactions
    – Case Study: A sales representative notices that a
    potential customer is hesitant about purchasing
    due to budget concerns. By empathizing and
    offering a customized solution that fits their
    Problem-Solving and Critical
    Thinking

    • Identifying and analyzing customer issues


    • Creative problem-solving techniques
    • Decision-making under pressure
    • Managing difficult conversations
    – Case Study: A customer encounters a unique
    problem with a software application that the
    support team hasn't seen before. The customer
    service representative collaborates with the
    technical team to find a creative solution, ensuring
    Time Management and
    Organization

    • Prioritizing tasks in a high-paced environment


    • Managing follow-ups and callbacks efficiently
    • Using tech tools for time management (e.g.,
    CRM systems)
    – Case Study: A busy sales environment requires
    juggling multiple leads. A sales representative uses
    a CRM tool to prioritize follow-ups, ensuring no
    potential customer is overlooked, leading to a 20%
    increase in conversion rates.
    Conflict Resolution

    • Techniques for de-escalating tense situations


    • Negotiation skills
    • Handling objections and complaints gracefully
    – Case Study: A dissatisfied customer is upset about
    a product defect. The customer service
    representative acknowledges the frustration,
    offers a sincere apology, and provides a swift
    resolution, turning a potentially lost customer into
    a brand advocate.
    Adaptability and Resilience

    • Staying calm under pressure


    • Adapting to changes in technology and
    processes
    • Coping with challenging customer interactions
    – Case Study: After a sudden system outage, the
    customer service team quickly adapts by using
    alternative tools to communicate with customers
    and manage inquiries, maintaining high customer
    satisfaction despite the technical difficulties.
    Team Collaboration and
    Interpersonal Skills

    • Working effectively within a team


    • Sharing knowledge and best practices
    • Building positive relationships with colleagues
    – Case Study: A customer service team is facing a
    high volume of support tickets. By collaborating
    and sharing knowledge, they manage to resolve
    issues faster, leading to improved customer
    satisfaction and team morale.
    Cultural Sensitivity and Diversity
    Awareness

    • Communicating across cultures


    • Understanding and respecting diverse
    perspectives
    • Adapting communication styles for different
    audiences
    – Case Study: A customer service representative
    successfully assists a customer from a different
    cultural background by being aware of cultural
    norms and communication styles, ensuring the
    Sales Techniques and Customer
    Engagement

    • Understanding the sales funnel


    • Engaging customers with compelling value
    propositions
    • Techniques for upselling and cross-selling
    • Closing sales effectively
    – Case Study: During a product demonstration, a
    sales representative identifies an opportunity to
    upsell by introducing an add-on feature that
    perfectly meets the customer's needs, resulting in
    Building Customer Loyalty and
    Retention

    • Strategies for creating repeat customers


    • Importance of follow-up and customer
    satisfaction surveys
    • Handling post-sale support and ensuring
    customer satisfaction
    – Case Study: A customer who initially had a
    mediocre experience is turned into a loyal client
    through consistent follow-ups and personalized
    support, highlighting the importance of post-sale

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