Introduction To Soft Skills Contents

First Impressions

• Purpose & Learning Objectives
• A Magic Question
• Assignment
• The Greeting
• Two Stroke Greetings
• Three Stroke Greetings
• Four  Stroke Greetings
• A Word from your English Teacher
• Bridging Statements

 

Customer Complaints

• Purpose & Learning Objectives
• Step 1: Listen
• Step 2: Cushion
• Step 3: Confirm Problem
• Step 4: Request
• Step 5: Negotiate
• Step 6: Confirm Solution
• Step 7: Perform Solution

 

Angry or Irate Customers

 

• Purpose & Learning Objectives
• Your First Step
• The Exceptions
• Abusive or Profane Customers
• Final Advice
• Mental Health

 

How to Say It

 

• Purpose & Learning Objectives
• Examples
• A Rule to Remember
• Volume
• Pace
• Inflection
• Pitch
• Pause
• Word Emphasis

 

Victim and Empowered Words

 

• Purpose & Learning Objectives
• Rule 1: Avoid Insider’s Talk
• Rule 2: Beware of Gaps
• Rule 3: Victim and Empowered Words
• Rule 4: Please & Thank You
• Rule 5: Correct Grammar

 

Managing Emotional States

 

• Purpose & Learning Objectives
• Managing your own Emotional State
• Technique 1: Breathe
• Technique 2: Affirm
• Technique 3: Relax
• Managing the Customer’s Emotional State

 

More Than a Mouthpiece

 

• Purpose & Learning Objectives
• Where New Product Ideas Come From
• What to do with Feedback