Saakshi Nagpal

Archive for the tag “Business Services”

Being Confident – My learning from Toastmasters.

Hie ,

How are summers going ?? 🙂 🙂

Last week , I completed my Competent Communicator along with  Competent Leader certification from Toastmaster manuals. Happy me 🙂 , I am just 9 month old with this programme .

Below is my project 10 from Competent Communicator manual : Inspire your audience.

My dear fellow toastmasters, I still remember my first speech. Those who have given their Icebreaker will be experiencing a sweet smile on their face and those who are still planning to give will experience goosebumps. Mine was a bit different. I thought I was dead sitting on the chair waiting for my turn. Fortunately or unfortunately mine was the first. I gave my first speech at Area Level Humorous speech competition representing our club at Adobe systems  

Before the competition, when I was bothering myself with the questions like ‘Can I do it?’ ‘ What I will do if I go blank?’ ‘Do I have the confidence, that I can make it?’ Our Mr President come to me , and ask to volunteer for Vice President  Public Relations role.

I was like uhh !! you can’t do this to me. I am the kind of person, who can work till late will never crib but interacting with entire organization and always being upfront to create a buzz ., this is just not me. I am the person who needs to be dragged to parties and then needs  some solitude to regenuate. I am not a social butterfly.  Now I am grateful , for the confidence Mr President has shown in me. 

From that day till today, the club meetings are like  weekly lessons. Thank you for all your support and guidance through the journey of learning till date. I can feel the brand new me J within me.

Lets think again, aren’t those questions scary ? Most of us , including myself try avoiding such questions b’coz deep down we have some or the other kind of fear of unknown. It can be driving, swimming, singing, dancing, public speaking or socializing.

I fear of social gatherings, no please don’t take me as an introvert or something it’s an area where I just don’t feel comfortable.. Comfortable of mass?? NO may be lack of confidence to communicate with the strangers at a personal level. I am well read , well travelled ,  enough to carry on any conversation except stock exchange and cricket !! But still … ahh !! I just can’t do that. I literally get cold feet.  Being socially inactive, my motivation was at a decline.

Finally I took charge of myself, coz , I was sick of this feeling, it was always a herculean task to approach someone and say “ hello , whats up , how u doing ? “ .  One fine day, there was a circular in my mailbox asking nominations for membership of an internationally recognized public speaking and leadership club. I at once nominated, without giving second thought or even looking at the cost. I nominated myself. I never had stage fear. In fact  I was the head girl of my school, a regular figure on stage not only b’coz  my mom can see me and hear me performing but b’coz I love the feeling of being here on the podium and addressing people. I can give a dynamite presentation to a big audience, but I go insanely awkward in groups and specially when I have to initiate any conversation, so I joined the club to exploit myself. Exploit b’coz in my heart I was confident that I can do it. As they say ‘no pain no gain’ my moto was ‘ if it doesn’t torture, then it doesn’t matter’.

The fact that here in Toastmasters, there is no one to judge you  or score you , here we all learn in a mutually supportive, positive learning and non threatening  environment. This means fewer chances of embarrassment and also a good opportunity to interact and socialize. Now the fear of public humiliation did the trick. Result, I am here , regained the lost self esteem projecting the much desired confidence .

This was my part of story. But one question has the power to either make it or break it – Do you believe you have confidence?

They say change is the only constant thing in life. I believe Change is other definition of life. With my year long journey with Toastmasters, now I accept that change is the only truth of life. To accept the eternal truth, one needs to have confidence and confidence in plenty. The confidence should be like a solid, which even when challenged will never backed down. The confidence should be your armor against all odds.

So, from where will we get this confidence? And when we find it , will this confidence remain with us ?

It’s a myth that confidence is a state of mind which is built by a constant thinking. The fact is confidence is within you, it’s in your heart; it’s in your belief.  Confidence creates a positive vibe around us and spreads too.  Don’t tell me you don’t try certain dance steps from Dance India Dance at home , don’t tell me you stop yourself singing in bathroom, don’t tell me  you  don’t try your hands at your favorite cuisine at home. No matter how absurd you may have performed it gives you a certain sense of happiness and satisfaction. A feeling of being ‘too good’.    

So, clearly you have the desire, take a step forward show confidence in yourself and just do it. Who knows the world around you may feel proud of you.

You love to dance, dance with your friends, feel the spotlight on you. You love to sing, then why in confines of your bathroom, don’t you think that echo ruins the melody? Call your buddies for Sunday brunch, have fun , someone may like the food and ask for tips!! Try it out

Find confidence in whatever you love to do to overcome the fears you always desire. It may not be easy because in reality, the world behaves in such a way that makes a vicious cycle revolving 360-degree without any clue. You may have fought with your fears and gave a shot but in the end, found yourself back to same place.  It must be very hard.

Most importantly, it is your confidence that tells your true worth no matter where you are and what you might be doing. Confidence is a treasure which boosts our  morale and helps in keeping us focused towards our dream despite of all odds.

And if you are thinking how to retain this confidence (I know it’s fragile) ,then have a TEAR in your eye.

Try , Enact, Analyse , Reform.

As I have been practicing this via Toastmasters, though I will be completing CC this afternoon , I don’t want to stop now. For me the fun and learning has just begun! so having said that I am confident that  I have inspired you enough to come forward and present your icebreaker , what you all need is just the CONFIDENCE and let it oozes out from your pores.

Let me know your take on this.

Keep Talking,

Saakshi

Advertisements

Customer Delight

Our organization’s Quality Policy which is displayed on our workstations right in front of our eyes says ,

“We aim to be preferred global service provider for IT related services, by consistently delighting the customer and setting industry best practices.”

Yesterday was like any other day until I read our Quality Policy again. The word ‘customer delight’ caught my attention. And the immediate reaction was – when did anybody ever get up in the morning and think “Cool! A new day for upsetting customers”. Apart from the Devil himself, No body.

Hey  dreary warriors of service industry ,

 Like most of the companies our organization also uses the NPS – Net Promoter Score as the customer loyalty metric. I am working on 6 projects and yesterday for the month of March I received emails announcing that I had scored the perfect 10 in 4 of them, One customer gave me 8 (which was not too bad) but what me really mad was that I got a blank entry in one. I can understand that he was having a busy day , but so much so that he missed my NPS entry :

Customers awarding me 10 must be delighted. Customers giving me 8 must be satisfied and the blank entry, I would say they are not loyal.

Let us learn some dictionary meanings  

Satisfaction – the contentment one feels when one has fulfilled a desire, need, or expectation. 

 Delight is, to take great pleasure when your expectations are exceeded. 

 Loyalty is having the feelings of allegiance. 

These three simple words have a slightly different meaning, but all have a significant impact on the attitudes and behaviors of customers. Clearly, satisfaction is the minimal requirements to play – to truly develop a loyal or at least a return customer, one must go beyond satisfaction to delight.

When I was a little girl, I used to get upset whenever I had any fights with any of my friends. I would show tantrums and skip dinner. It was my dad who took me out for walks for soothing and yet wise words. Being an obedient daughter I used to listen to him carefully and absorb all that. In return he always delighted me with a candy bar. I never had expected that. Same is with our customers. Customer expectations are typically not very high. Give them 2G they are happy unless and until they know about 3G. Our job is to surprise them with what they were not even expecting. Now the question that arises is – how do we do that?

The NPS scores , the perfect 10s, respectable 8 and a blank entry  made me think about this golden rule , (on second thoughts, looking at the gold prices today) let me call it a Platinum rule.

 DAD 🙂  yes inspired from my DAD , my hero.

DAD stands for Discover Act and Delight.

Discover – Whenever you want to delight your customers you will have to first discover their expectations or needs. Only then will you be able to fulfill them or exceed them. Now how will you sense your customer’s expectations; clearly it is not an easy task. You should always strive to cultivate your dynamic sensors that will help you discover them clearly. Pay attention to your clients’, they give you various hints via mails, on phone calls.

If somehow it doesn’t work, then it is the time to change the shoes , be the customer of your own business. This will help you identify where your business is falling short on creating customer delight.

Do you serve your customers with an A* attitude? Or do you service them like YOU are doing them a favor?

Discover yourself.

Act – you got the customer’s expectations. It is time to act on it, not just to fulfill it but to exceed it. Service industry is a competitive world. You need customers to return with business. What you will do then? Give them options, that way it’s easy for customer to decide want they want and what they don’t rather than leaving them wandering.  Think what else you can provide them!

Promptness is a virtue.

Delight – Inform customers of your intent to evoke customer delight.  Asking help actually strengthens the bond, it does not weaken it. Make this message a part of your campaign from the very beginning. And when you achieve it make sure it is acknowledged. Customers may not know what exactly they want but they have a pretty good idea of what they like and dislike when confronted with it. 

 Take advantage of that.  You might learn something.

My dear warriors of the service industry, a bit of engagement, a bit of loyalty, a bit of consumer delight is all that we want.

To conclude let me quote a Poster which we see in our office everyday

It says

Customers are too good to lose, let’s make them (^ MORE THAN) happy.

 

 

PS : This is my toastmasters 7 th project , which I also delieverd in International Speech contest and won second position.

 

Regards,

Saakshi

Post Navigation

%d bloggers like this: