12 Must-have customer service soft skills: Do’s and dont’s

Have you ever wondered what it takes to provide excellent customer service? Answering customer questions and solving their problems is not enough anymore because customer expectations increase. To truly excel, customer support agents must have a set of soft skills that help connect with customers.

Keep reading to learn what exactly these soft skills are and why they are crucial for providing top-notch customer service. We’ll also discuss some of the most important soft skills every customer support professional should possess, with easy-to-understand explanations to give you a better idea of what each skill entails.

What are customer service soft skills

Soft skills are personal qualities and abilities that help you interact effectively with customers. Unlike hard skills, which are technical and job-specific, soft skills are more about how you relate to and communicate with others. These skills help you better understand customer needs and create positive experiences for them.

The importance of soft skills in customer service

So why are soft skills so necessary in customer service? These skills help build strong relationships and ensure customer satisfaction. While technical knowledge is also important, how you communicate and interact with customers personally can make a big difference. A good set of soft skills can turn a frustrating situation into a positive experience and even turn a one-time customer into a loyal one.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Maya Angelou

Active listening

Active listening goes beyond just hearing what customers say; it involves being fully conscious and really trying to understand their issues. This skill helps you ask more relevant questions, leading to more efficient problem-solving.

Customers hate repeating themselves. Active listening ensures they feel heard, understood, and respected. You can use verbal affirmations like “I understand” or “I see” to assure them that you are paying attention to what they are saying.

By genuinely focusing on their concerns, you can provide better and faster solutions, enhancing their overall experience.

Empathy and patience

Empathy and patience are two strongly interconnected skills that complement each other. On one hand, being empathetic helps you understand the emotions of others, empathize with their perspective, and put yourself in their shoes. On the other hand, patience allows you to stay calm and professional, even when faced with stress or challenging situations.

Both of these skills are necessary when dealing with frustrated customers. They help ensure customers receive the help they need while feeling understood in their frustration, resulting in more positive customer experiences.

Positive attitude and friendliness

A friendly and positive attitude can work wonders in customer service by creating a more welcoming atmosphere. This can be especially helpful when dealing with frustrated customers. A positive outlook can often turn a negative situation into a more manageable one. For example, instead of saying, “Sorry, I can’t offer you a refund,” you could say, “I can replace the product for you.” This reframing helps to focus on what you can do for the customer rather than what you can’t.

If you are on the phone, the tone of your voice matters. A warm and friendly tone can make customers feel more at ease. Emojis can also help convey friendliness and positivity when chatting with customers online. In cases where emojis may not be suitable to use, positive language, personalized greetings, and responses can also effectively communicate friendliness and professionalism.

Having these skills leads to several benefits:

• Helps build a strong rapport with customers.
• This often leads to quicker issue resolution, as customers are more likely to cooperate when they feel respected and understood.
• It can significantly enhance customer satisfaction, leading to repeat business and positive word-of-mouth referrals.

Responsibility

Being responsible is highly important in customer service because it builds trust and reliability. When you make a promise to a customer, it’s essential to keep it and deliver what you agreed on. Nothing is worse than a customer contacting customer support again because they were forgotten.

Imagine that a customer called with an issue and was promised a callback with a solution by the end of the day. But now it’s the end of the day, and the customer support representative fails to follow through. How do you think it makes the customer feel? Probably quite frustrated and neglected. They will think twice about purchasing something from a company like that again. On the flip side, consistently meeting your commitments reinforces a positive image of your company, making customers feel important. Responsible customer service practices pave the way for long-lasting customer relationships and a strong reputation.

Communication skills

In customer service, communication refers to the effective exchange of information between the customer support representative and the customer. Both verbal and written communication skills are crucial for this. Clear communication ensures that both parties understand the problem and potential solutions. For instance, if a customer doesn’t understand technical terms, a skilled agent would explain them in a simple way.

It’s also important to recognize the customer’s preferred communication style and adjust accordingly. It is much easier to adapt if you pay attention to their cues, such as their tone, pace, and formality. Observe whether the customer prefers brief and direct interactions or more detailed explanations to find the right communication style, then mirror that approach.

Maintaining clarity and positivity is essential regardless of the medium. Always check with the customer for understanding by asking questions like, “Does that make sense?” or “Do you have any questions?” This helps ensure the information is well-received and understood.

Motivation

Motivated agents are more likely to provide exceptional service, showing enthusiasm and dedication during every interaction, improving the overall service quality. This positivity can lead to better customer experiences and a more productive work environment.

Staying motivated can be achieved by setting clear, achievable goals and celebrating small wins. Regularly taking breaks and practicing self-care can also help maintain your energy levels. Additionally, finding meaning in your work and remembering how your role helps customers can keep you motivated.

For an extra boost of inspiration, check out our article on customer service quotes that can motivate you. These quotes are daily reminders of your work’s impact, providing that additional push to stay enthusiastic and committed.

Problem-solving

Problem-solving involves quickly and effectively identifying issues and determining the best course of action. This skill requires analytical thinking, creativity, and the ability to work under pressure. Being resourceful is key – it allows you to evaluate the situation from all angles, consider all possible solutions, and choose the most appropriate one. By combining creativity and resourcefulness, you can find innovative solutions that leave customers happy and impressed with your service.

Effective problem-solving enhances customer satisfaction and streamlines operational efficiency. It’s crucial to stay updated with changes and developments in your field, ensuring you are equipped with the latest knowledge to tackle issues. Regular training is the key to staying ahead and being prepared for any challenges that may come your way.

Adaptability

Adaptability, along with flexibility, is the ability to adjust to various situations, needs, or demands without compromising on service quality. These could be sudden changes in company policies, unique customer issues, or even adapting to different customer communication styles. It’s important to remember that no two customer interactions are the same, so you need to be able to change your approach based on individual circumstances.

Being adaptable ensures you can effectively meet diverse customer needs and maintain the highest service standards.

Conflict resolution

Conflict resolution allows you to address and settle conflicts or disagreements respectfully and effectively. As a customer service agent, you’ll sometimes encounter frustrated and rude customers. The key is to hear them out and acknowledge their feelings without taking things personally. Try to calm them down and de-escalate the situation by showing that you are there to help.

Creating a positive environment where customers feel understood and valued is key. Demonstrating empathy and a genuine willingness to resolve their issues, you can turn a negative experience into a positive one and strengthen customer loyalty.

Interpersonal skills

Did you know that around 75% of people rate teamwork and collaboration as very important in the workplace? Interpersonal skills refer to the ability to interact well with others (customers and colleagues). Having these skills in customer service is crucial because it helps build stronger relationships and make customers feel valued and understood.

Interpersonal skills include active listening, clear communication, empathy, the ability to motivate others, and patience. They ensure smooth interactions, minimize misunderstandings, and meet customer needs. The lack of these skills can lead to increased conflicts, unsatisfied customers, lower team morale, and reduced productivity. Therefore, developing and improving these skills is crucial and can be achieved through regular practice, seeking constructive feedback, or engaging in training programs.

However, these skills are also important for collaborating with other team members. Effective communication and cooperation between departments ensure smoother operations and quicker problem resolution. This also creates a better working environment for everyone, helping the team provide excellent service and maintain workplace harmony.

Cultural sensitivity

Cultural sensitivity in customer service refers to the awareness, understanding, and respect for cultural differences, ensuring that all interactions are respectful and appropriate. Customer service representatives, as the frontline ambassadors of the business, often encounter customers with varying beliefs, customs, and traditions. By acknowledging these cultural differences, businesses demonstrate that they value and understand their diverse customer base, making them an integral part of the process.

This approach makes customers feel that their background is respected and understood, which helps create a connection and build trust with the brand. Being culturally sensitive enhances customer satisfaction and strengthens the company’s reputation for inclusivity and respect.

Businesses can train their customer service representatives to be more culturally sensitive by implementing comprehensive diversity and inclusion training programs focusing on understanding cultural norms, values, and communication styles. By encouraging open dialogue and collaboration within diverse teams, brands can foster an environment of learning and mutual respect.

Conclusion

So, to summarize, soft skills are vital in customer service because they help create positive experiences and build strong customer relationships. Key soft skills that agents should possess include, but are not limited to, active listening, empathy, positive attitude, responsibility, and problem-solving. Throughout this article, we also provided some dos and don’ts to help you avoid common mistakes and enhance interactions.

While a customer support job can be challenging at times, having these soft skills certainly helps overcome these challenges and build connections and trust with customers. Remember, customer support is one of the most essential parts of a business because it significantly affects how customers perceive your brand.

To improve your customer service operations, consider trying LiveAgent’s 30-day free trial. You’ll see firsthand how our tools can support your team’s success.