qualities of customer service reps
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5 Methods for Developing Problem-Solving Skills

5 Methods for Developing Problem-Solving Skills | qualities of customer service reps | Scoop.it
In Teaching Students to Dig Deeper: The Common Core in Action Ben Johnson identifies the skills and qualities that students need, based on the Common ...

Via Ana Cristina Pratas
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Sarah McElrath's curator insight, April 1, 2013 7:12 PM

Infograph with ideas for getting students to dig deeper.

Jean Claude Le Tellier's curator insight, April 2, 2013 8:08 AM

I like the ideas here:game, imagination, collaboration with a bit of competition, out of the box thinking and mostly learning with fun

Rescooped by M.Delacruz from IT Books Free Share
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Communication Skills For Dummies - Free eBook Share

Communication Skills For Dummies - Free eBook Share | qualities of customer service reps | Scoop.it
eBook Free Download: Communication Skills For Dummies | PDF, EPUB | ISBN: 1118401247 | 2013-03-11 | English | PutLocker

Via Fox eBook
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Fox eBook's curator insight, September 11, 2013 8:56 PM

The key to perfecting your communication strategy

Great communication skills can make all the difference in your personal and professional life, and expert author Elizabeth Kuhnke shares with you her top tips for successful communication in any situation.

Packed with advice on active listening, building rapport with people, verbal and non-verbal communication, communicating using modern technology, and lots more, Communication Skills For Dummies is a comprehensive communication resource no professional should be without!

Get ahead in the workplaceUse effective communication skills to secure that new job offerConvince friends and family to support you on a new venture

Utilising a core of simple skills, Communication Skills For Dummies will help you shine—in no time!

Table of Contents

Part I: Honing Your Communication Skills
Chapter 1: Grasping the Finer Points of Great Communication
Chapter 2: Knowing What You Want to Achieve
Chapter 3: Valuing Different Communication Styles

Part II: Being Receptive to Others
Chapter 4: Listening Actively for Total Understanding
Chapter 5: Establishing Rapport for Effective Communication

Part III: Putting Your Mind and Body into Your Message
Chapter 6: Choosing the Right Attitude
Chapter 7: Speaking with Clarity
Chapter 8: Conveying Messages through Movements

Part IV: Managing Communication Challenges
Chapter 9: Getting Yourself Out of Sticky Situations
Chapter 10: Negotiating with Finesse
Chapter 11: Communicating Across Cultures

Part V: Communicating Across Distances
Chapter 12: Communicating Successfully through Technology
Chapter 13: Communicating over the Phone
Chapter 14: Putting Pen to Paper for Positive Effect

Part VI: The Part of Tens
Chapter 15: Ten Top Tips for Speaking Face to Face
Chapter 16: Ten Essential Tips for Effective Communication

Jose Eduardo Debiagi's curator insight, November 28, 2013 6:27 AM

ok

Rescooped by M.Delacruz from Empathy and Compassion
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How to cultivate the skill of empathy | Service Design Master

How to cultivate the skill of empathy | Service Design Master | qualities of customer service reps | Scoop.it

As Service Designers to create great services we need to truly understand the Customer (user). Not by asking them what they want, but by really observing and understanding who they are and what they actually do.  To minimise personal bias and really put yourself in the user’s shoes takes a great deal of empathy.  So does this means all Service Designers need to be inherently very empathetic people?

 

I discovered an article  ”Service Design Soft Skill Builder: Empathy” by Patrick Quattlebaum, Managing Director at Adaptive Path  (http://www.adaptivepath.com/ideas/service-design-soft-skill-builder-empathy/) that highlighted the importance for designers to consciously try to inculcate and enhance their ability to empathise. As any skill, it needed to be honed and practiced to be effectively applied.


Via Edwin Rutsch
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