Soft Skills

The word "soft" means only to be smooth. That means we are going to study about some soft & smooth skills in this section. This is also one of the important part of our training.


Examples of soft skills :
Q : How would you feel if the clients gives you an abusive language ?

A : You will feel like :

• Some type of angers in you
• Some sought of helplessness
• Little defensive
• Like boredom with the job
• Like leaving the current job

Irate Clients :

Q : Did you ever know what to do when you come across with these type of irate customers ?

A : You should follow these tips :

• Stay calm
• Control your feelings
• Control yourself
• Always be positive
• Neutralise the atmosphere by your positive thinking

Five steps for Handling Irate clients :

1. Listen and acknowledge concerns

2.Empathize & Sympathize

3. Apologize

4. Paraphrase

5. Suggest a plan of action

These steps will help you when you come across an irate customer, they are described in brief as follows :

1. Listen & Acknowledge Concern :

• You must accept the fact that the guest has a concern or a complaint
• Concentrate on the guest
• Let the clients vent out
• Listen for details
• Take note of the details
• Make sure to get the vital information at the first time

2. Empathize & Sympathize : To put yourself in the place of the clients and understand their feelings can be called as empathy. To show that you cares the customer but not as much as by empathizing can be called as sympathy.

Examples of Empathy :

• " I can understand why you are upset "
• " I too would be upset had I been in your place "
• " That must have been very frustrating for you! "
• " I know that can be upsetting "

Examples of Sympathy :

• " This should not have happened to you "
• " I don't know why this always happens "
• " This happens to so many other people as well "
• " Don't feel bad, everyone has problems sometimes! "

Now here is a question for you to test that how much you have understood till now . Tell me your answers by commenting on the questions given by me . Try your best so that the customer feels that you are giving empathy to him.

"How would you empathize this upset customer? "

" Your company really doesn't cares about serving the clients . You guys are terrible ........................ I made a payment of $ 150 through check before my payment due date, but still I am charged a late fee on my statement ! "

!! Solve this question and best of Luck !!

3. Apologize : It means to genuinely feel sorry for the inconvenience caused to the clients . Don't try to get defensive here and blame others for what anybody would have done representing the company. As here clients came to know about the representative of the company about whether he cares for him or not.

Examples of apologizing :

• " I am sorry that this happened "
• " I sincerely apologize for the inconvenience caused to you "
• " I am really sorry to hear that "

4. Paraphrase : Repeating the customers question to confirm them or replying to confirm them what is heard was proper or not can be called as paraphrasing.

You must always try to do so by the following ways :

• Make the guest feel that he is heard
• Assure the guest that you have understood him or her
• Build a rapport (relationship) with the customers

5. Suggest a Plan of Action : You must decide your own plan and actions while having communications with the clients , you have to remember that you have to calm or patient depending on the situation you have to suggest an action.