Customer Service Soft Skills: 5 Fundamental Must-Haves
Soft skills are the foundation of great customer service. All the AI and automation in the world doesn’t change that. So, well technology is good (and we offer some great solutions!), real success comes down to the basics. The very skills that matter the most are those human qualities which build trust and loyalty.
Let’s take a look at 5 fundamental customer service soft skills. These are the ones that will help your team connect with customers on a personal level. And they can’t be left out. So, what are they? And how can we help our agents develop them? Let’s take a look.
If you could pick one quality that makes a contact center agent successful, what would it me? For me, it would be empathy. The ability to put oneself in the other person’s shoes. Nothing comes close when it comes to customer service. Empathy is a real cornerstone of success in contact centers.
Why is it so powerful? Empathy is what makes a customer feel understood. It can take a tense situation and turn it into a real conversation. It makes the customer feel heard and valued. And even when an agent can’t do what the customer wants, a little empathy can smooth over the problem.
