Personality Development Training

Personality Development Training
Contact Center Management

PERSONALITY…!!! What comes to mind?

Does Personality mean Famous People?

DEVELOPMENT…!!! What comes to mind?

Does Development mean Physical Growth?

So What is Personality Development?
Skills Attitude Knowledge Personality an integrated organization of physical, emotional, intellectual, social, psychological and spiritual characteristics of an individual Development an ongoing process

What is a Winning Personality?
A Winner, like Gold is always pure and fine “All that Glitters is not Gold”

Where do I start from?

How to develop the Winning Personality?
The 24 Carats of Gold to Develop a Winning Personality Check out - which ones are strong and what needs to be polished?

The 24 Carats of Gold to Develop a Winning Personality
Be yourself – This is important for you to personalize you transaction with the customers. They will appreciate it more if your positive traits will come out naturally when communicating with them simply by being yourself.

2. Adaptable to Change - Change is the only constant thing in this world therefore, it is important for us to adapt to it. In customer service we will face different kinds of customers and situations, and we must be prepared for it. Having a positive perception is important for you to take it as a challenge that you need to overcome.

3. The Ability to Smile - Positive tone of voice is important for us to set the mood of our customers. In fact, a smile can be heard. Attending a customer’s concern will be more enjoyable if we build rapport by being friendly and professional with them.

4. The Power of 3 Es Energy Enthusiasm Empathy - The role of a Customer Service Representative requires a lot of energy and interpersonal skills. Customers need to feel our sincerity and enthusiasm in helping them.

5. Think and Feel Good about Yourself - Having a positive outlook in life is easier said than done. For you to spread positive vibes, you have to start with yourself. You need to think and feel good about yourself then, you will be able to influence your customers in your transaction with them.

6. An Attitude of Gratitude - A blessing no matter how small or simple it may be is still a blessing. Learn to appreciate everything as this is the key to love your work, customers, colleagues and live your life happy.

7. A Positive Attitude as well - Successful people always have a positive attitude even when face with difficult situations. This the key in keeping a right track of mind in order to overcome challenges no matter how difficult they may be.

8. Learning from Failure - No one is perfect but we need to learn from our mistakes in order for us to become a better person. Some of our transactions with our customers may not be so much satisfying that is why we need to reflect and improve ourselves.

9. Overcoming the Guilt & Worry - Guilt and worry will only add unnecessary baggage to yourself so, you need to overcome this and focus on more important things. Perhaps you need to think of your goals and the goals of your team to drive your motivation.

10. Having Clear Goals - Knowing and clearly understanding what your goals are will help you reach them. Always think of your goals and aim to reach or even go beyond it. If you want to make your customers happy, think of it and work for it.

11. Having Values Clarification - Review and reflect on your company’s core values and make sure that you manifest these in your every transaction with your customers. This will guide you towards success in the organization.

12. Respect and Value for People - Respect is earned. If you want your customers to respect and value you as a person, you need to also do the same for them first. Think of them as the most important part of our job because, we will not exist without them.

13. Clarity and Conviction in Communication - Communication skills is vital in customer service. When communicating with the customers we have to be clear and confident. In that way, we can earn their trust and buy-in.

14. Free from Envy and Ego - Everyone wants a humble person, most importantly our customers. Always put their needs first before ourselves.

15. Ability to spread Love & Happiness - According to Mark Twain, “The best way to cheer yourself up is to try to cheer somebody else up.” - Making our customers happy will definitely make you happy as well!

16. Don’t complain or Criticize what you cannot change - We cannot control our customer’s behavior but, we can change our behavior to our customers to avoid causing added annoyance to them.

17. Give Honest Sincere Acknowledgement - Make the customers feel that they are important to us. Be honest and acknowledge them properly no matter what their status is in life.

18. Challenging your Beliefs and Fear - Your beliefs and fear must not hinder you from achieving your goals. You must do everything to overcome these obstructions and be ready to face the challenge.

19. Shifting the FOCUS - The difficulty of a situation depends on your paradigm. If you manage your perception and see obstacles as challenges that you need to overcome, you will be one step ahead towards achieving your goals.

20. Stop Procrastination - Our customers rely on us. As Customer Service Representative we need to act immediately to resolve the customer’s concern, especially if we promised something to them.

21. Making Right Decisions at the Right Time - The management empowers the front-liners to resolve the customer’s concern therefore, we need to ensure that we use this empowerment to satisfy our customers.

22. Never Give Up - Being a Customer Service Representative is a challenging role. It is not easy but it is worth it. If you want to succeed in this field, you must never give up. The key is to love your work and appreciate everything that comes with it.

23. Continuously Polish Yourself - Always challenge the status qou. By doing this, you will better improve yourself and be successful in life and work.

24. Taking Regular Action You can’t just stand before the mirror and shout “Winning Personality” Write down for the next 7 days…an Action Plan - If you want something, work for it. Positive change will not happen if you will not commit yourself to it.

“If you want to have something you never had, YOU need to DO something YOU have NEVER DONE”

Success is a Journey Developing a Winning Personality is not a hit-and-miss affair nor a matter of Luck, but a Conscious and Focused Effort.

The Balloon Seller The color of the balloon does not matter, what matters is what is inside the balloon. Once there lived a little boy in a city. His name was Karan. He was very fond of playing with gas-filled balloons. One day he was playing with his friends. They laid a bet. Each of them claimed that his balloon would go the highest in the sky. Karan purchased a blue colour balloon, thinking that it would travel the highest, since the sky was also blue. At a given signal, each of them let go of their balloons. All the balloons started going up in the sky. But Karan was disappointed to see that his balloon did not go the highest. He returned home with a heavy heart. The next day, the children laid another bet. Karan now thought of buying a red colour balloon because the previous day it was the red colour balloon that had gone up the highest. When they all let go of their balloons, Karan was again disappointed, as his balloon did not travel the highest. He came back home in a sad mood. On the third day, the children were playing the same game. Karan badly wanted to win this time. But he was confused. He didn’t know what colour of balloon to purchase. He didn’t know which would go highest. Karan was puzzled; he approached the balloon seller. Unable to decide, Karan asked the balloon seller, “Tell me please, which balloon will go the highest in the sky? Is it the red, the yellow, the green or the blue one?” The balloon seller smiled at Karan and said, “My dear child! It is not the colour of the balloon that decides how high it will go in the sky. What matters the most is what the balloon has inside it. The balloon, which is filled with more gas, and that too with the lightest gas, rises the highest.” The balloon seller then gave Karan the balloon that had more gas than the other balloons. That day Karan won the game and came home with a smile on his face.

Summary of the 24 Carats 1. Be yourself
13. Clarity and Conviction in Communication 2. Adaptable to Change 14. Free from Envy and Ego 3. The Ability to Smile 15. Ability to spread Love & Happiness 4. The Power of 3 Es (Energy, Enthusiasm and Empathy) 16. Don’t complain or Criticize what you cannot change 5. Think and Feel Good about Yourself 17. Give Honest Sincere Acknowledgement 6. An Attitude of Gratitude 18. Challenging your Beliefs and Fear 7. A Positive Attitude as well 19. Shifting the FOCUS 8. Learning from Failure 20. Stop Procrastination 9. Overcoming the Guilt & Worry 21. Making Right Decisions at the Right Time 10. Having Clear Goals 22. Never Give Up 11. Having Values Clarification 23. Continuously Polish Yourself 12. Respect and Value for People 24. Taking Regular Action

Thank you!

Personality Development Training

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