PEOPLE SKILLS AND CUSTOMER SERVICE

PEOPLE’S
SKILLS &
customer
service

EXPEC
EX

CT,EXPIRIMENT &
XPERIANCE

What iS PEO

• Emotional intelligenc
• Communication
• Building relationship
• Respect

OPLE’S SkiLLS?

ce

Emotional intelligence

Emotional intelligence is about =

Identifying your emotions/ feeling
Identifying other people’s feeling
Understanding your reaction
Managing your emotion



ACTIV

VITY

Share with the person next to,
about an bad experience you
had that you’ll never forget.

Each person should share their
stories.

Important to also share your
feelings you had, how you
reacted to that situation.

4

Emotions - c

It not w
matters

Think o
parent
hello ba
was no

DISC

TELL
WITH

DOES

WE C

communication

what you say, it is how you say it that
s……

of a time when you greeted your friend or
and they greeted you back. By just say
ack to you, you could tell that he/she
ot good or feeling well.

CUSSION: HOW WERE YOU ABLE TO
L THAT YOUR FRIEND IS NOT OKAY
HOUT THEM TELLING YOU?

S OUR EMOTIONS AFFECT THE WAY
5

COMMUNICATE?

EFFECTIVE Commun

 LISTEN MORE & SPEAK LESS.
 LISTEN TO UNDERSTAND &

NOT TO RESPOND

nication

6

DIFFERENT W

COMMUNIC

Facial expressions.
Gestures.
Pointing / Using hands.
Writing.
Drawing.
Using equipment e.g. Text message o

computer.

Touch.
Eye contact.

WAYS OF
CATION

or

7

Communication i

Why is
workpla

It avo
It pro
It bui
It cre

in the workplace

communication so important in the
ace?
oids confusion
ovides purpose
ilds a positive company culture
eates accountability

8

ACT

• Pair up in 2 pairs. With your mates sit

back to back. As shown on the
picture. First draw a picture, simply
picture. Then ask your mate behind
you to draw that picture without
telling them the actually picture. By
giving them clue of what it is. E.g.. If
you drew a chair you might say draw
2 horizontal line and 1 line etc.

• The other person should also do the

same

• The trick is not to tell the person

what you drew.

TIVITY

Communication i

STRATE

• Effec

starts
many

• Build
• Be aw
• Watc

in the workplace

EGIES OF EFFECTIVE COMMUNICATION
ctively communicating with coworkers
s with active listening. The truth is, not
y of us are great listeners. ...
d trust, but don't get too casual. ...
ware of your tone. ...
ch your body language.

10

GOOD CUSTO

WATCH VIDEO
https://www.youtube.com/watch?v

OMER SERVICE

v=O0FXRPn7A_4

11

GOOD CUSTOM

WHAT IS GO

Providing excell
going the extra
a customer is ha
company's prod
involves providi
timely, pleasant

MER SERVICE

OOD CUSTOMER SERVICE?

lent customer service means
mile in making sure
appy and satisfied with a
ducts or services. It also
ing service to a customer in a
t manner

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QUALITIES CUS

Be Friendly. As they say, custom

with a smile. ...

Say Thank You. ...
Train Your Staff. ...
Show Respect. ...
Listen. ...
Be Responsive. ...
Ask for Feedback.

STOMER SERVICE

mer service starts

13

CONFL

What is con

A conflict is a clash of interest. The basis of conflict

WAYS OF SOLVING

AVOIDING THE C

Avoiding or withdrawing from a conflict requires no courag
the conflict, you essentially pretend that it never happened

withdrawal include pretending there is nothing wrong

GIVING I

Giving in or accommodating the other party requires a lo
agree to accommodate the other party by acknowledging a
style might be viewed as letting the other party have his w

moving forward, it can also lead to the accommodato

LICT 14

nflict?

t may vary but, it is always a part of society.

G CONFLICT

CONFLICT

ge or consideration for the other party. By avoiding
d or doesn’t exist. Some examples of avoidance or
g, stonewalling or completely shutting down.

IN

ot of cooperation and little courage. Basically, you
and accepting his point of view or suggestion. This
way. While this style can lead to making peace and
tor feeling resentment toward the other party

RECAP





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