Trainer application presentation by Hubert Mendoza
What are Soft Skills?
Soft skills is a synonym for "people skills." The term describes those personal attributes that indicate a high level
of emotional intelligence.
Unlike hard skills, which describe a person's
technical skill set and ability to perform
specific tasks, soft skills are broadly
applicable across job titles and industries.
We will be able to discuss a fewof the
customer service soft skills agents should
strive to master in order to deliver the best service experience and start applying them to their daily work.
If a customer wishes to explain a situation in detail, agents need to be willing to listen. In addition, customers may not necessarily accept the solutions an agent has to offer or have questions about them, so attentive listening is critical to showing respect for customer opinions and offering them the best eventual solution.
Customers may be frustrated when they call in, so patience is a virtue
every agent needs to have.
Agents apply it by givng customers
a chance to explain their situation in
full and never react negatively to an
When customers are in need of a
technical explanation for an issue,
agents should also put customers at
ease by explaining a solution calmly and patiently while remembering that customers do not always possess the technical knowledge needed to resolve an issue.
It may seem dramatic, but empathy is among the most important customer service skills. A frustrated customer needs attention and reassurance, but even satisfied customers need attention.
Putting oneself in the customer's shoes can create a better understanding of the situation the customer might be going
through, allowing the customization of the
experience for them and creating
an environment of trust.
Timeliness is critical in customer service. Agents should be swift in responding to inquiries and limit the time they leave the customer waiting on hold, as well as avoiding "Dead Air" or a prolonged silence on the line.
Speaking of "Dead Air", ever wondered what that time feels like for the customer? Let's try it together with a simple exercise.
Time passes by at the same speed for everyone, right?
Let's put that to the test:
Agents need to strike a balance between giving thorough answers, using a professional vocabulary, and being conversational and approachable all at the same time. It’s no easy task, but agents should aim to keep their exchanges concise and relevant.
Among the essential customer service skills, simply possessing the knowledge to discuss products and services is vital. Agents need to receive thorough training to better understand what the company offers, and they should be updated regularly on important events such as changes in process and procedures. In addition, agents need to be trained to use call center technology properly to deliver service with full confidence.
No matter how upset a customer might be, agents must keep a positive attitude. Using positive language that reflects confidence in finding a solution will reassure a customer and encourage sustained loyalty in the company.