Wednesday, December 19, 2018

Customer Service Skills

Being in the IT industry, trained in technology, our staffs are pitted to do customer service due to the nature of our business. Not only we develop Software of users, but we also need to serve them as well.

And since staffs are the face and voice of our brand, it's definitely something that we can't afford to get wrong. So along the way, we try to empower our staffs with the right knowledge, skills and responsibilities to make important decisions on behalf of Pasti Nyala.

Below are some of the Customer Service Skills that they need to learn and practice:

1. Empathy -Empathy is powerful because it allows you to read between the lines and pick up hidden intentions that are not directly communicated. This helps support staffs pinpoint and fix the customer's concern before it actually becomes a full-fledged problem. This skill required experience for language, culture, behaviour and even understanding of the business.

2. Listening Skills - Everyone seems to agree that listening is important, but everyone has different opinions about what it means to be a great listener. As with anything in life, practice makes perfect. Listening skills can be honed over time to the point where you'll be able to pick up things customers want without thinking too much about it.

3. Integrity -We prefer to deal with people we know, appreciate and trust. Integrity does not apply to staff but also our product which must be usable, create values and reliable to the users.

4. Positive Attitude - Some people are comfortable in their own skin and are really passionate about making the customer feel great at every chance they get. While technical skills can be taught, an attitude change won't come easily - it's something that hinges heavily on personality. Read Positive Pants.

5. Decision Making Ability - Customer service roles depend on solving problems at their core - resolving a wide array of issues customers may be faced with. Just like Pasti Nyala products, we want it to be versitile with useful functions so that users are fully equipped to perform their interaction with the system. Let me sidetrack a little bit, did you know that if the users are happy with your products, they complain less.

6. Thinking on Your Feet - Here's the thing, no matter how long you work in support, no interaction is ever the same. Customers are a human being after all, they can act unpredictably and situations are not covered by our SOP or user guides. So staff - aside from being a people person and a problem solver - also needs to be "make the right decision quickly".

7. Being Patient - Customer service (we also call them Support) tends to be an emotionally draining and sometimes even thankless job. Therefore, support staff need to keep their resolve. Users reach out to Support when they are stressed and confused, so if the problem isn't solved quickly, they get irate. While speed is important in customer service, customers don't want the quality of support to be compromised. So again, a reminder to all staffs, do cut corners, do buried complaints under the carpet.

8. Persistence - An important character trait of being persistent is being able to stand your ground in uncomfortable situations. This may include having to decide whether a customer is being honest or deceptive in their language, actions or intentions. Ideally, we also want our staffs to have the ability to influence and don't stop until the customer is satisfied.

9. Product knowledge - We are aware the Support Staff will have difficulties if he or she does not have a thorough, hands-on-knowledge of the product and troubleshooting knowledge. They won't be able to help the customer. Thus, it's very important for the seniors or leads to impart their knowledge and spend time coaching their juniors. A good Support Staff will know when a user is having trouble, they will be able to pick up the user's pain points and use their knowledge of the product capabilities to address them. Since users usually contact Support because they don't fully or correctly understand the product (or functions within), staff will be able to make better recommendations if they're familiar with benefits (and shortcomings) of the complete product.

10. Progress Mindedness - One fatal mistake most businesses make is thinking of customer service as a dead-end or entry-level job. It's not. Pasti Nyala for one, is trying to empower staffs in making important decisions and reinvesting in employee development by grooming potential and nurture team spirit. We want this to be part of our working culture.

I can't help it but to say this to the customer who complains about nothing "Complaining is like vomiting - you feel better, but the people around you feel WORSE".

Monday, December 10, 2018

Put on your positive pants

Do you immediately get upset or discouraged by your non-stop work, your bossy manager or near-impossible clients? How do you react when you encountered unexpected setbacks and difficulties?

I have faced many setbacks and difficulties. It's part of my work hazard. Anyway, the way we tackled those issues at work or a home, help us form a view. That view could be a positive view or a negative view. That view or intent is yours and you can actually change it for the better if you desired so.

More often than not, I don't have a plan, I don't have an immediate solution to those problems, but I tried not to let is upset or affect it in any way but taking it for what it is and hopefully, I can learn something from it.

If you allow negativity to affect your personal outlook and ability to change things, it could hurt you in the long run.

Research indicates that Optimists and Pessimists approach a problem differently, and their ability to cope successfully with adversity differs as a result.

"The pessimist complains about the wind. The optimist expects it to change. The Leader adjusts the sails". - John Maxwell.

If at any moment you have a negative thought, try to battle it will positive thought. As you focus to carry that positive thought with you, it somehow grows within. Wear your positive pant and show just how good positivity can look by doing the simpler things like giving positive or motivational words to your fellow colleagues and friends.

Model that contentment and others will want to know just where you got that look. You can share your key to showing satisfaction with your life. Positive energy never goes out of style.

Put on your positive pants and get nice stuff done.

Related posts:
When you have passion, anything is possible
Respond less to negative people
Avoid Unhappy People

#positive #positivepants #yougotthis

Thursday, November 15, 2018

What type of Procrastinator are you?

Does this sound all too familiar: deadlines are looming, nothing's been done, and you're binging on YouTube and Facebook. But putting off work doesn't mean that you're lazy. Procrastination reveals our hidden anxieties and self-destructive habits.

Daredevil: You like to live dangerously, only starting work when the deadline is looming. You think you show grace under pressure, but the end result is rushed work that's full of errors.
Tips: Get organized. Set yourself tighter deadlines and use the adrenaline rush productively while managing your team (or self) - self-regulate with penalties for not meeting these targets, e.g skip lunch, leave office late.

Self-Saboteur: You're your own worst enemy, putting obstacles in your path to stop yourself working. That way, you can say it's not your fault - rewarding yourself for a job left undone.
Tips: Plan for obstacles. List potential obstacles to getting things done ahead of time, and plan countermeasures, e.g: "Whenever I check Facebook, I take a short break."

Ostrich: You like to stick your head in the sand and ignore the tasks at hand - avoiding having to make decisions. If you don't make a decision, then you don't risk falling or being judged.
Tips: Self-talk confidently. Notice how you are talking to yourself when procrastinating. Think positively - instead of "I can't", say "I will".

Chicken: With so many choices, how are you supposed to decide? By the time you've made up your mind, it's too late. You feel like you may as well put it off and let someone else choose.
Tips: Swiss-cheese the big tasks. Handle the biggest tasks first by breaking them down into smaller manageable ones. Devote small amounts of time and achieve as much as you can in each to boost your momentum.

Perfectionist: You'll settle for nothing less than perfection - which is essentially impossible. You're ruled by what others think of you, delaying work until you can be sure other people won't criticize it.
Tips: Keep it real. Set yourself reasonable targets that you know you can manage and do your best to meet them. Perfection is impossible, but you can learn from mistakes.

source: additudemag

Tuesday, October 23, 2018

Secrets for mastering Time Management

1. Declutter. Declutter your desk, your inbox, your task list, and your life.

2. Plan. Plan out your work day and stick to it (check off accomplished tasks as you go.) Use TASKPAD for this purpose.

3. Prioritize. Rank your tasks in terms of priority and align them with your job demands, your goals and management by objectives (MBOs).

4. Be effective. It's not a race. Don't try to be the most efficient; try to be the most effective.

5. Focus. Focus on the 'vital few' rather than on the 'vital many'. Your mobile games can wait.

6. Finish the job. Develop your 'finishing instinct' - when you get to a task, complete it no matter what. Simply defined as commitment.

7. Stop procrastinating. Most people tend to tackle easy tasks first and push out the difficult ones - don't fall into this trap!. Don't delay important tasks.

8. Stay organized. Once you get organized, stay organized.

In summary, learned several new ways to become more organized and efficient with your time.

Some of the steps were to declutter your life and plan how you are going to do things. From there it is good to prioritize. If you have your priorities in order it will be easier to move on to the next step and be effective.

Being effective means not focusing on how others are doing things, go your own pace that works best for you to get things done. Once you know how to be effective you can focus on that so that the job stays at a manageable level.

Now that your task is effectively planned and focus on it is important to finish it.

Don’t procrastinate and favor tasks that seem easier they all need to be done. If you can manage using these techniques you just need to keep them in motion to stay organized.

Related reading:

How to be good at Multitasking

We need Continual Improvement but How?

source: everwise

Monday, September 3, 2018

How successful business started

People mostly admired how certain business is so successful. What they are not aware of is that some of those businesses went through some tough times, really tough times.

However, business is usually started when the co-founders or owners came with some ideas to solve their own problem or someone else problem. Some ideas take times to be recognised and accepted. Only then the business can have some monetary return.

How AIRBNB Started: ideas to rent, got rejected by investors.

How ALIBABA Started: connecting with people

How ANGRY BIRDS Started: made a lot of games but all failed, never give up.

How LINKEDIN Started: professional social network, invite close contacts

How PINTEREST Started: side project, just do it -- without plan, switched ideas

How UBER Started: from file sharing, to car sharing

Related post:

Building A Company Brand and Product Brand

Friday, August 17, 2018

Forget pressure, think positive

Create meaningful, purposeful fulfilling lives for yourselves and learn how to use that to make an impact and a positive difference in the lives of others.

Related articles:

10 Things that require ZERO talent

Thursday, July 19, 2018

IT Security - How to Spot a Phishing Email - Part 2

You received an email from someone claiming that your office email is BLACKLISTED and required you to click a button to confirm. Is this for real ?

STOP. Don't click. First, read the lines. Email service provider (the hosting company) do not simply blacklist your email account. That job is done by your email Administrator (usually someone from your IT Department).

Secondly, if you are a normal email user, there is absolutely no reason for your email account to be marked as a problematic account, unless you have been using it to spam other people.

Next, hover your mouse on top of the Confirm button and observe the link. The above example shows a link came from "". Is the URL sounds familiar to you? If NO, then it is obviously a scam, a phishing email trying to lure you their site and probably try to get you to reveal some sensitive information (e.g ID/password, credit number).

No further action should be taken on your part other than to delete the email and report the matter to your IT Department.

Even if your email account is suspended, the email Administrator will contact you directly. So it doesn't make any sense to receive an email from a stranger.

Going further, your IT Department will investigate further to confirm the URL from the email. The image below shows the result. The URL is a dangerous site.

On a side note, it also beneficial to install a Firewall to protect your local network. You may contact us for further details on IT Security.

Related links:

IT Security - How to Spot a Phishing Email - Part 1