How Can We Improve Soft Skills for Better Customer Service Interactions?

Hi,

Could you please help me with soft skill modules for the customer service industry, mainly on how to deal with customers?

Thanks,
Mohammed

Dear Mr. Mohammed Umar,

My suggestion is that you first go through all the PowerPoint presentations referred to above. This will give you a fair idea, and based on that, you can create your own training material. Please believe me, when you present what you have prepared yourself, you will feel more at ease and comfortable conducting the program.

V. Raghunathan

Searching on your own (possibly at Slideshare) and in other locations on the internet, downloading, reading, and understanding articles on customer service will give you more self-confidence. You need to own it before delivering it. No two modules of mine will be alike. I start afresh, looking at the content anew from my new client's point of view.

Best wishes

The Importance of Tailored Training in Customer Service

If someone gives you PowerPoints, what are you going to do with them? It appears that you don't know much about Customer Service, so how are you going to teach your people?

If you intend to stand in front of a class and just read the words on someone else's PowerPoint, then you are wasting your time and that of the employees. They will learn nothing. Anyone can stand up and read a few words on a PowerPoint. It is totally useless, and it is not training. They can sit at their desks and read it on their screens.

Steps to Effective Training

You first need to conduct a Training Needs Analysis and then determine exactly what training your staff needs. Then, you develop a specific training course to meet those needs. What you think they need isn't necessarily what they really need.

I have said a million times here on CiteHR that training is NOT a one-size-fits-all proposition. Effective training needs to be tailored to the specific audience.

I have many training courses, but I do not give them to anyone else. They were specifically developed for the organizations and their needs. My training courses are useless to you.