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Dr Tahir Khan
CEO, Poeents Global, United Arab Emirates
Dr. Tahir comes with 26 years of outsourcing and consulting experience having influenced key decision makers in global outsourcing. In the past, he's worked with brands such as Vodacom, EE, Orange, T-Mobile, DELL, Sitel, AOL, Convergys etc.
Tricky workplace situation handled
By this mentor in various human skills
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- No intro. Straight to selling. Did not enquire about customer needs first. Too much information is provided and the plans re confusing. salesman is more interested in talking and then in listening. Interrupting customers - confusing confusing
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- Listen. Understand their needs first before proposing a solution. Probe Listen and then be respectful of customers time.
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- Active listening helps understand needs, perspective and feelings of the customers. Help us evaluate the situation and offer a solution. That solution could be a product or a service that resolves their problem/issue/need.
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- Listening and the power of observation is a skill that takes practice and work. All the above forms of mentoring can be used (as in the above picture) Especially considering the post covid19 situation - the process can be started with peer / virtual mentoring. Various simple exercises can be created depending on the need for the full process of building active listening. Some of the parts of those exercises would be to encourage - paying attention, asking questions, paraphrasing when needed, active engagement between the listen and the speaker, creating a true bond/ trusted environment for participants to share feelings without judging each other ... etc etc.
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- Positive non verbal comms is important for building trust and relationships with customers. It is important to understand the feedback about a product and the customers query on why they are returning the product. Non verbal comms can help probe and resolve the customers issue to their satisfaction.
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- NVC (non verbally communication) is a large part/percentage of our overall communication activity. In majority of the cases the body language and non verbal queues are indicating a lot more information than our words. Hence reading the body language constitutes to enhanced communication between parties.
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- Maintain non threatening eye contact and understanding hand gestures to reassure customer that we understand their side of the story.
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- While handling a product return or refund process- The immediate response a typical customer executive has is " why is the customer returning this?" this initial judging attitude can immediately impact the response and the body language - one important way to avoid that response is give customer a benefit of doubt, generally customer would not make the effort to come back and return an item and waste their time (very small percentage of customers do that!) so start with a curious empathetic and probing questions by putting yourselves in their shoes. Be kind to begin and stay kind
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- Worrying about possible things that can go wrong. Mismanagement of time. Not observing ourselves and understanding the triggers of stress. Distinguishing whether our response is to the person, process/activity or to the feeling. managing our emotions
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- Time management and clear demarkation of work and personal time is the key. More so in these times of remote working - where the whole world is working mostly from home (COVID19) - taking a break, walking outside where possible and perform a digital 'fast' where you keep all your digital devices away from yourselves for a couple of hours each day.
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- Conduct 1x1 session and group sessions on various aspects of self regulation. How to learn, practice and master self regulation.
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- Recognising the problem, apologising and listening (1st step) and "then' offering solutions (2nd step) should be the approach.
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- 1. By being a professional and communicate with the customer 2. By staying calm and collected, and maintain a soft tone. 3. By actively listening to the client and giving them time to talk. 4. Try to understand the customer's point of view and probe their needs. 5. Try to seek a win win solution.
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- 1, Ability to focus on solutions. 2. Ability of recognise and identify future problems - based on current evaluation of the situation. 3. Ability to action and implement the observations from 1 & 2 above
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- Covid19 is a perfect example. Typical example was travel industry when customers were desperately trying to change their travel plans and wanted to change flights, hotels etc. Diversifying support channels to serve customers during a panic situation like this one helps us to be prepared for increased capacity to handle customer queries. In our situation we went to digital, case management and whatsapp 'asynchronous' support where a customer just sends the queries in detail and doesn't have to wait in queue for the answers.
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- 1. Practicing - Visualisation of outcomes - both negative and positive at regular intervals. 2. Create Business Contingency Plans every business quarter - addressing the trends of your industry. 3. Include people from outside and facilitate discussion of doing things in newer and different ways
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- By showing empathy and care, and teaming with the client to resolve the issue with a win win approach.
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- I will teach handling of angry clients through various listening exercises, also to keep being professional by acknowledging the problem and find a solution which is best for the client and for the business.
