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These are the skills which make for good customer service by an employee, as well as by the company as a whole. These skills are sometimes called “soft” skills, because they are not highly technical professional skills. They may not require professional education, but effective customer service is indispensable for good business and requires good interpersonal communication abilities, intelligence and professionalism. Patience – Before any other skill is possible, a company representative must be patient and able to listen attentively. Tact – Customers are easily displeased or disappointed; a company representative should always be tactful, never aggressive or defensive, and never blame the customer. For example, it is better to say that a service or product will be available in the foreseeable future, rather than saying that it is not available now. There are several ways in which good customer service skills may be a part of your job depending on your position. If you are a cashier, you should make sure you have enough change and that you give back change correctly. If you work in technical support, you must have the technical knowledge, experience and the background required to serve your clients. If you are a salesperson for a car dealership, assessing customer needs without embarrassment to the customer is crucial.
A frequent mistake of salespersons in different venues is to insist on selling the client something they cannot afford and had no intention to consider in the first place. These examples can help you list key customer service skills that an employer in your area is looking for.
The Professional Program in Soft Skills Training is a program offered by the Image Consulting Business Institute.
Latest information about live chat software, customer support and customer relationship management can be found on the pages of our blog. In fact, soft skills are even more significant than technical skills as at the end of the day what your customers will remember is how they felt about your service.
The below Infographic highlights 20 most-needed customer service soft skills that every customer-facing employee in your organization must master to dramatically improve their interactions with customers and increase customer satisfaction.


About Latest Posts Follow meMary ShulzhenkoAssistant Marketing Director at Provide Support, LLCMary is an Assistant Marketing Director at Provide Support, LLC.
This entry was posted in Best Practice, Infographics, Tips and Tricks and tagged customer service, customer service skills, customer service soft skills, customer service training, customer support, soft skills. What I’ve found, and you may have too, is that for some of these qualities to be displayed by the customer service professional, the culture of the company has to allow them to do that.
Thank you Yvonne, totally agree with you, very often certain skills and qualities of customer service people simply cannot be displayed because of a company’s culture.
Let’s say a customer expresses feeling cheated or disappointed — a company representative with effective customer skills will respond in a tone and manner that will appease and reassure the customer.
To assess is to ask questions and gather customer-related information through observation to gauge the needs and potential of a customer. What should follow is a deal which satisfies the client financially, while making profit for the company. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. It’s the soft skills that make the difference between an average customer service professional and the one who can make customers feel fantastic about the help they got from your company. If you can think of any more soft skills to add to the list, feel free to share your ideas through the comments section. For example, unless businesses are prepared to train their employees and trust that they will deliver a great experience every time, rather than micro-managing them, it’s challenging for them to display qualities like, flexibility, creativity, and decision-making.
Companies are always on the lookout for such naturals but often also provide special training to improve every employee’s customer skills. You need to be able to make quick and shrewd decisions regarding customer needs and company policy to satisfy both ends.
Typically, soft skills go beyond the pre-schooler ability to say “please” and “thank you” at the right moments.
No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction. This may mean trouble or simply a customer who will not return and will not promote the company by word of mouth.


A positive flexible attitude, the ability to deal with people and common sense come to mind as must-haves for any good support agent.There are probably a handful of soft skills that must be a part of the arsenal of an excellent customer support agent.
Chances are, a busy support agent might come across one or more such clients on a regular basis. When the going gets tough, resilience gives you the wherewithal to dig deep and move forward.Self-confidenceUnlike Resilience, which can be a bit of a nebulous concept, self-confidence isn’t.
It is a quality that is the foundation of many bigger qualities, one that leads to better things.
As tennis great Arthur Ashe said, self-confidence is an important key to success.PatienceOne skill that goes hand-in-hand with self-confidence, is patience. It is a virtue, yes but sometimes, it can be hard to be virtuous when you are at the end of your tether and are faced with one of the most challenging calls of all time. It is one that needs to be honed diligently as great communication is the key to many great things.
Good communication  is a fine blend of the words we use, the way we transmit them and how we present them. What is key is that the style and method of delivery must be always tuned to suit the personality of the customer we are communicating with.Being a team playerA no-brainer, right?
There is no place for solo fliers and ego in a customer support team and unless everyone pulls forward together, your company and its product might as well wave the flag and call it quits. It is as simple as that.A good support agent always pulls together, along with the rest of his team and the common goal is  the only goal in sight.
Emotional Quotient is what gives a person the ability to sense things without them being pointed out explicitly.



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customer service soft skills examples



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