To 10 soft skills in customer services
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This document outlines the top 10 soft skills needed for customer service. Soft skills are personal attributes that enable individuals to understand others and communicate effectively. The top soft skills for customer service are clear communication, listening skills, self-control, positive attitude, assertiveness, conflict resolution, empathy, depersonalization, taking responsibility, and a sense of humor. Each skill is then briefly defined and explained in the context of customer service interactions.
To 10 soft skills in customer services
- 1. TOP 10 SOFT SKILLS FOR CUSTOMER SERVICE
- 2. WHAT ARE SOFT SKILLS? • Soft skills are the individual’s personal attributes, inheritance social cues, and communication abilities needed to make a job successful. Unlike the hard skills, the soft skills refers to the emotions and or insights that enables and individual to read others mind and behavior. It is very difficult to learn in a traditional classroom. They are also difficult to evaluate and measure.
- 3. •Soft skills include attitude, communication, creative thinking, work ethic, teamwork, networking, decision making, positivity, time management, motivation, flexibility, problem-solving, critical thinking, and conflict resolution.
- 4. SOFT SKILLS YOU NEED TO WORK IN CUSTOMER SERVICE
- 5. CLEAR COMMUNICATION • Clear communication is important for the customer service. It is very important for you to understand the customer needs and must be clear about what you can do for them. • These skills are also important when you are doing phone communication. When you are doing the written conversation with the customer on email, text or website then be sure that your grammar spelling, words and phrases must be able to convey an effective message to the customer.
- 6. LISTENING SKILLS • Listening skills have same important like the communication as listening is the most important factor of the communication. When you are having communication with the customer must to listen to them proper to know what they needs and what you can offer to help them. Demonstrate the speaker through body language, expressions and gestures that you are listening to them attentively.
- 7. •When you are talking on the phone carefully listen and understand what the customer is saying and respond to their questions.
- 8. SELF-CONTROL • People must know how to handle the customer by keep calm when handling the customers even the most negative or aggressive customers. You must be calm and cool even your customer is not. Calmness will let you to control yourself and stop you by getting upset or saying something inappropriate.
- 9. POSITIVE ATTITUDE • A positive attitude goes a long way in customer service. Make sure that you know all about the services and the products provided by your company so you can fill out the queries of your customers. If a customer have a problem with the product and services, focus on what you can do for them.
- 10. ASSERTIVENESS • When you are dealing with the customers you must know how to deal with the situation and perform your duty in an effective manner. Customers cannot believe you if you are passive. Also you must not be aggressive or angry on the customer that can make your customer angry at you and report you or maybe not buying the products and services again.
- 11. CONFLICT RESOLUTION •When working in the customer service, the conflict resolution is essential because you must deal with a lot of customers who has a lot of problems to be solved. You must need to think about the solutions of the customer’s problems that need to be solved.
- 12. •Sometimes if you cannot solve the problems of the customers, don’t give them wrong information. Better to refer them to the service center or anywhere they can find the solution. Follow the customer till the problem is not solved.
- 13. EMPATHY •It is important to understand the customer feelings and what they are saying. It is an important soft skill to understand the emotional feelings of the customers. If you are struggling to convey the empathy then think yourself in the customer’s position.
- 14. •How would you feel? How would you like to be treated? What would you feel like if you had the same problem the customer did? These questions will help you to identify with and better assist your customers.
- 15. DEPERSONALIZATION • Even you are getting friendly with your customers, but remember that you are not there to share your life story with them. If a customer is sharing their issues with them don’t start share your issues with them. A simple “I understand” or “I know how you feel” can make the customer feel understood and appreciated. You must only focus on the customers and helping them.
- 16. TAKING RESPONSIBILITY • It is an important part of customer service as you must know how to say “I am sorry” even it is your fault or not (a late shipment by the shipping company or the poor quality of the product). You must be able to say sorry to a customer on behalf of your company as it is none of your fault. Hearing to the customer and saying them sorry makes they feel better.
- 17. A SENSE OF HUMOR • This can make a stressful interaction a more enjoyable one. Even a customer is making a silly joke, just appreciate them by giving a laughter back. But you must never laugh at a customer even they make a mistake or got trouble by doing anything silly.