Soft skills is general terminology. I have more than 16 yrs ex in operations and customer in communication and service catering to customer ranging from corporates top govt officers, govt agencies to common man on the road. What organisations/corporates fails to understand that for each industry/customer the skill required is different. Hence while choosing the skill training schedule they need to keep up the customer's profile in mind.
Skills training should be industry oriented. For example take two booming industry Telecom and Insurance. In each industry the customer care department is not well equipped to cater to the basic needs of the people. Customer is not comfortable in reaching the touch points or care centers. The staff is trained through ready made packages in a manner to service the educated customer and not the ordinary ones.
This leaves a lacuna in catering to the majority of the customer who makes a large proportion of their customer base.
Front end force needs to be trained to speak in customer's language and understanding to make them understand and make best utilisation of company's services and add on services. This would to a great extent avoid follow ups on churn management or retention activities.
In other terms skill is nothing but the way we communicate that is easy and understandable to other person across. Be it client , customers, departments,peers, subordinates etc.
RE:practical soft skill to staff
by raghav dalmia on May 14, 2008 02:59 AM Permalink
Thankx alot Mr.Shekhar ur article has provided me some good knowledge n ideas which i needed..thankx ones again.TK
Hi This is Kavita. I have been in service industry for 6 yrs now and have attended and conducted many trainings on technical support.However I feel that apart from technical competency what matter most is how you make a customer feel. There is where soft skills creep in.Many organizations do not understand the importance of soft skills as they seem to be very general things of day-today life. But analyzing and polishing the soft skills of employees can do wonders to the company and especially in customer service this is very important.
RE:Critiquing
by Devajeet Kalita on Mar 11, 2008 04:32 PM Permalink
Look out for signs like "do the rate of speech increase when you talkk to someone who disagrees with you? Does your voice go up? Do you vehemently disagree to someones opinion or advice? If you answer yes, then you are agressive. How do oyu react when oyu meet failure? Do you think.. "Its ok, I can do better than this... or Why does it always ahppen to me??? If your answer is the later one, then u r pessimist. If you are a pessimist or are agresssive, then my dear... u need to build up positive attitude.
i have completed my MCA from Punjab Technical University Jalandhar , Punjab, this month. now i want to continue my study. please suggeest me what type of course i can do after MCA.
RE:what course can i join after MCA
by santanukumarswain on Jul 12, 2008 08:33 PM Permalink
first of u hav to think which language is your strength .if not then u might be go for ccna,sap or dba fulltime course.otherwise u can do mtech.
i am doing my btech . i had cleared 5 written test of companies like tcs , i flex ,hcl,satynam but i had not cleared even hr interview. due to my shyness character & i donot speak with friends
RE:to improve my personality and confidence to face g.d. & interview
by santanukumarswain on Jul 12, 2008 08:37 PM Permalink
listen frnd if will take your shyness always in any interview then it will not give u the job ,it is your confidence which can give u the perfect job.so please go ahead from girls as they are not fearing to give answers why r u.
RE:RE:to improve my personality and confidence to face g.d. & interview
by on May 05, 2008 03:21 PM Permalink
Always think whatever u r thinking and u r going to tell will b the perfect answer.Always we should live for the sake of ourselves.So no need of getting shy.Whatever u feel like saying just go forward.Even though the interviewer laughs,don't care,as we all r human beings, we all do mistakes,some times that interviewer also.
RE:to improve my personality and confidence to face g.d. & interview
by raghav dalmia on May 14, 2008 02:49 AM Permalink
hay dude..its a very common thing well m not a very good communicator too.Try out these ways to overcome it:: always let others to say 1st listen to their views n then think twice & then reply or tell your view. Try to talk to yourself infront of the mirror & then examine it. Always be confident, it may sound as a big thing but it just beleaving in oneself, stand still on what you say n except if you realise that your wrong with a appreciation for later.Very Best fot future >>>>>
hi rukmini a wonderful suggestion to develop soft skilland to judge your self i am a post graduate in english and have also worked for an NGO . I am willing to be a soft skill trainer . what are the other requirements to be quite successful in this career
i agree with you all to create a differentiation in this clutter u need to augument your soft skill..as an industry executive with a flair for teaching i am starting my enterprise on the same..tg being grads, undergrads and post grads..call me at 09831609237 or mail me at pratiksarkar@gmail.com if you have any sugesstions or criticisms..
Hi Iam radhika, I am working in kolhapur as asst to CEO for a 94.3 TOMATO Fm. Would like to get your help as have to train the entire staff on soft skills and like you can say a to z training as the entire situation is in mess its just 2 months that the company is been launched and there is lot of ego problem and major staff is fresher so pls help and guide for the same .
RE:Soft Skills training
by on Dec 20, 2007 04:34 PM Permalink
Hi, Radhika We are a placement agency who have recently joined hands with major companies for corporate training, call center training and many other training programs. We have specialised trainers on soft skill training. If you are interested to know more about the company please call Dalia 98304-10666. Thanks
Hi Iam prathima, I am working in Nigeria as a training Manager for a telecom Industry. Would like to get books and games CD related to customer service... Could you pls help me out on this?????
RE:Training Materials - Books and CDS
by Saurabh Shreshtha on Jan 24, 2008 08:03 PM Permalink
Hi Malini, I am Saurabh from Delhi I would like to get your service regarding soft skills if you can help me just tell me the suitable time so that I can give you a call. My contact No is 919810770595 My Email Id is shreshtha1@gmail.com
