Cars 24 UAE

New Hire Training

Start

Cars 24

Soft Skills

Cars 24 Yard

UAE Culture

About Cars 24

Post Car delivery Feedback

Pre - Booking

Thank you

Meet Our CEO

Our Startup Story

Section

Customer Journey

Test Drive Feedback

Next

index

Next

Cars 24

CARS24 is the single stop for buying or selling used cars. We have brought together cutting-edge technology with world and country-wide partners and more importantly, a deep understanding of what buyers and sellers need. We solve all pain points associated with selling an existing car, or purchasing a pre-loved one. Whether the customers are buying or selling, they get a quick, easy, fair, transparent, hassle (and haggle) free process, with a guarantee of top service and quality.

About Cars24

Next

Our startup story

Cars 24

Next

Cars 24

Next

Meet our CEo

Cars 24

Next

Cars 24

Next

Lets Visit the Cars 24 Yard

Cars 24

Next

Cars 24

Next

Customer Journey

Cars 24

Next

Next

PRe Booking Contact

Cars 24

Next

Next

Post Test Drive Feedback

Cars 24

Next

Cars 4

Next

Post Car Delivery Feedback

Cars 24

Next

Next

UAE Culture

Cars 24

Next

Next

Soft Skills

Cars 24

Soft skills are personality traits and behaviors. Unlike technical or ‘hard’ skills, soft skills are not about the knowledge you possess but the behaviors you display in different situations

WHAT ARE SOFT SKILLS?

Next

Examples

Examples

Soft Skills are "people skills" or "interpersonal skills. They are are subjective skills that are much harder to quantify

Hard skills are teachable abilities or skill sets that are easy to quantify.

Hard Skills Vs Soft Skills

Next

• Making you an effective communicator.
• Helping you emerge as a strong leader.
• Helping you became a key influencer.
• Conflict Resolution.
• Building a brand image.
• Increasing customer's trust on us.

Soft skills helps in:

Next

Read more

Communication skills form the corner stone of soft skill. It is essential to communicate clearly so that customers know what to expect, and what they are getting.

Communication Skills

Next

Read more

Rate of Speech

Pronunciation

Short and simple

Now lets learn how to demonstrate clarity. Click on the blue text box to know more.

Clarity is about how you convey the information by keeping it short, simple, crisp, easy to understand without rushing while speaking.

Mic

Jargons

Pauses

Clarity

Next

Read more

• In communication, acknowledgement is simply the step of validating the other person’s feelings.
• Remember, Always paraphrase the issue once you acknowledge the query of the customer.

Acknowledgement

Next

Info

Empathy is an important part of our lives and we need to master the art of empathizing with our customers in situations that demand it.

Empathy is the ability to identify with the pain, frustrations, joy, and happiness; in short, the emotions of another and respond appropriately.

Empathy

Next

Listen

Read more

Business:

• Multiple attempts have been made by the customer to contact us
• The customer has called us multiple time with no/ partial resolution

+ Examples

Remember : Empathize everytime customer faces an issue, apologize and empathize if the customer has faced issue because of us ( IPPB)

Personal :

• Personal Loss
• Family Loss

Next

When do you Empathize?

Info

Next

Apology

Saying sorry is the most effective, cheapest way to turn around a bad customer experience. Because it’s so effective, knowing how to apologize correctly is a key skill for customer service professionals.

+ Examples

Reassurance is statement that removes doubts and fears from the customer mind.

It is Words of advice and comfort intended to make customer feel less worried.

Reassurance

Next

Reassure the customer by saying that you will do your best in getting the issue resolved

Empathize / Apologize wherever it makes sense. Empathize everytime customer faces an issue, apologize if the customeer has faced an issue because of IPPB

Reassure

It's mandatory for you to follow these steps on every call

Empathize/Apologize

Paraphrase the query to let the customer know that they are being listened to and understood

Paraphrase

Acknowledge the query of the customer by saying that you understand the issue.

Acknowledge

Next

Inactive

Active

When we listen to only a few words and not the entire communication we are listening inactively. We hear only what we want to hear and not what the person talking is trying to convey to us.

Active listening involves being totally focused on hearing the words the customer is speaking, interpreting what these words mean, and responding in a positive manner

Types of Listening

Next

Customer may want to escalate

Our customers may feel angry

The customer knows you are not listening

Customer feels undervalued

Poor listening leads to assumptions and misunderstandings. These lead to errors, ineffective decisions, escalations and poor customer experience.

+ info

Effects of Inactive Listening

+ info

+ info

+ info

Next

Next

Barriers to Effective Listening

Motor Presentation

Remember to reassure everytime you Empathize or Apologize

Body language can be interpreted through vocal patterns.

Smile :) When you smile, your tone becomes more positive and friendly

Avoid using slang or company jargon.

Remember these Telephone Ettiquetes that will help you become a Star Customer champ

+ info

+ info

Next

Let's watch a video about making a difference in someone else's life.

Next

Next

video

Next

Our Brand Story on Burj Khalifa

Cars 24

Next

Cars 24

Created by - Tanvi Pandit Version control - V.001 Created for CBSL - Cars 24 UAE Authoring tool - Genially and Canva tanvi.pandit@conneqtcorp.com

Thank and KEep Learning