SlideShare ist ein Scribd-Unternehmen logo
1 von 17
TOP 10 SOFT SKILLS
FOR CUSTOMER
SERVICE
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.
•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.
SOFT SKILLS YOU NEED TO WORK
IN CUSTOMER SERVICE
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.
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.
•When you are talking on the phone carefully listen
and understand what the customer is saying and
respond to their questions.
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.
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.
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.
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.
•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.
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.
•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.
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.
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.
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.

Weitere ähnliche Inhalte

Was ist angesagt?

Training for customer service & team building
Training for customer service & team buildingTraining for customer service & team building
Training for customer service & team building
Sanjay Panchal
 
Delivering exceptional telephone customer service
Delivering exceptional telephone customer serviceDelivering exceptional telephone customer service
Delivering exceptional telephone customer service
Willie Johnson
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service New
guest665fc089
 
Exceptional Customer Service Training Course in Lancashire
Exceptional Customer Service Training Course in LancashireExceptional Customer Service Training Course in Lancashire
Exceptional Customer Service Training Course in Lancashire
North & Western Lancahsire Chamber of Commerce
 

Was ist angesagt? (20)

Customer Service Skills - Retail
Customer Service Skills - RetailCustomer Service Skills - Retail
Customer Service Skills - Retail
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer service standards training exercise and analysis.pptx
Customer service standards training exercise and analysis.pptxCustomer service standards training exercise and analysis.pptx
Customer service standards training exercise and analysis.pptx
 
Retail customer service training
Retail customer service trainingRetail customer service training
Retail customer service training
 
Cust Svc Exceeding Exp Ppt
Cust Svc Exceeding Exp PptCust Svc Exceeding Exp Ppt
Cust Svc Exceeding Exp Ppt
 
Introduction to crm
Introduction to crmIntroduction to crm
Introduction to crm
 
Training for customer service & team building
Training for customer service & team buildingTraining for customer service & team building
Training for customer service & team building
 
Providing Exceptional Customer Service
Providing Exceptional Customer ServiceProviding Exceptional Customer Service
Providing Exceptional Customer Service
 
Delivering exceptional telephone customer service
Delivering exceptional telephone customer serviceDelivering exceptional telephone customer service
Delivering exceptional telephone customer service
 
How to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott StorickHow to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott Storick
 
Delivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactionsDelivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactions
 
CUSTOMER SERVICE TRAINING
CUSTOMER SERVICE TRAINING CUSTOMER SERVICE TRAINING
CUSTOMER SERVICE TRAINING
 
Interact with customers
Interact with customersInteract with customers
Interact with customers
 
Customer Service Excellence PowerPoint Presentation Slides
Customer Service Excellence  PowerPoint Presentation SlidesCustomer Service Excellence  PowerPoint Presentation Slides
Customer Service Excellence PowerPoint Presentation Slides
 
Excellence In Customer Service
Excellence In Customer ServiceExcellence In Customer Service
Excellence In Customer Service
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service New
 
10 customer service skills
10 customer service skills10 customer service skills
10 customer service skills
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101
 
Frontlline service
Frontlline serviceFrontlline service
Frontlline service
 
Exceptional Customer Service Training Course in Lancashire
Exceptional Customer Service Training Course in LancashireExceptional Customer Service Training Course in Lancashire
Exceptional Customer Service Training Course in Lancashire
 

Ähnlich wie To 10 soft skills in customer services

Ähnlich wie To 10 soft skills in customer services (20)

Customer service excellence
Customer service excellenceCustomer service excellence
Customer service excellence
 
Customer service skills
Customer service skillsCustomer service skills
Customer service skills
 
Customer service level two
Customer service level twoCustomer service level two
Customer service level two
 
empathizingforcustomersatisfaction.pptx
empathizingforcustomersatisfaction.pptxempathizingforcustomersatisfaction.pptx
empathizingforcustomersatisfaction.pptx
 
Customer Service - Module 5.pptx
Customer Service - Module 5.pptxCustomer Service - Module 5.pptx
Customer Service - Module 5.pptx
 
Customer contact skill
Customer contact skillCustomer contact skill
Customer contact skill
 
Why is Customer Service So Important?
Why is Customer Service So Important?Why is Customer Service So Important?
Why is Customer Service So Important?
 
Empathizing for greater customer satisfaction
Empathizing for greater customer satisfactionEmpathizing for greater customer satisfaction
Empathizing for greater customer satisfaction
 
17 Ways to Improve Customer Engagement using Emotional Intelligence
17 Ways to Improve Customer Engagement using Emotional Intelligence17 Ways to Improve Customer Engagement using Emotional Intelligence
17 Ways to Improve Customer Engagement using Emotional Intelligence
 
Retail Customer Service ppt
Retail Customer Service pptRetail Customer Service ppt
Retail Customer Service ppt
 
Customer services
Customer servicesCustomer services
Customer services
 
Customer Service Training by NHS
Customer Service Training by NHSCustomer Service Training by NHS
Customer Service Training by NHS
 
THE SELLING PROCESS.pptx
THE SELLING PROCESS.pptxTHE SELLING PROCESS.pptx
THE SELLING PROCESS.pptx
 
ONTAP - Customer Service
ONTAP - Customer ServiceONTAP - Customer Service
ONTAP - Customer Service
 
25 Simple Tips to Maintain Good Customer Relationships
25 Simple Tips to Maintain Good Customer Relationships25 Simple Tips to Maintain Good Customer Relationships
25 Simple Tips to Maintain Good Customer Relationships
 
12 skills for Customer Care Service
12 skills for Customer Care Service 12 skills for Customer Care Service
12 skills for Customer Care Service
 
Customer service for small businesses
Customer service for small businesses Customer service for small businesses
Customer service for small businesses
 
Interact with customers sirxccs202
Interact with customers   sirxccs202Interact with customers   sirxccs202
Interact with customers sirxccs202
 
Personal development
Personal developmentPersonal development
Personal development
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 

Mehr von Naheed Mir

Mehr von Naheed Mir (20)

Collaboration skills and its types
Collaboration skills and its typesCollaboration skills and its types
Collaboration skills and its types
 
Brand equity and Keller’s Brand Equity Model
Brand equity and Keller’s Brand Equity ModelBrand equity and Keller’s Brand Equity Model
Brand equity and Keller’s Brand Equity Model
 
Market positioning
Market positioningMarket positioning
Market positioning
 
Evaluation plan and how to write it
Evaluation plan and how to write itEvaluation plan and how to write it
Evaluation plan and how to write it
 
Active management and Active Management Process
Active management and Active Management ProcessActive management and Active Management Process
Active management and Active Management Process
 
What is strategic management
What is strategic managementWhat is strategic management
What is strategic management
 
Types of Managers
Types  of  Managers Types  of  Managers
Types of Managers
 
Tips for effective time management
Tips for effective time managementTips for effective time management
Tips for effective time management
 
Elements of effective management skills
Elements of effective management skillsElements of effective management skills
Elements of effective management skills
 
Adaptive leadership and Principles of Adaptive Leadership
Adaptive leadership and Principles of Adaptive LeadershipAdaptive leadership and Principles of Adaptive Leadership
Adaptive leadership and Principles of Adaptive Leadership
 
5 styles of management
5 styles of management5 styles of management
5 styles of management
 
E commerce and its types
E commerce and its typesE commerce and its types
E commerce and its types
 
9 ways to improve self development
9 ways to improve self development9 ways to improve self development
9 ways to improve self development
 
Self development and Examples of self development
Self development and Examples of self developmentSelf development and Examples of self development
Self development and Examples of self development
 
Transformational leadership, its components and advantages and disadvantages
Transformational leadership, its components and advantages and disadvantagesTransformational leadership, its components and advantages and disadvantages
Transformational leadership, its components and advantages and disadvantages
 
Objectives of compensation management
Objectives of compensation managementObjectives of compensation management
Objectives of compensation management
 
Emotional intelligence and its importance
Emotional intelligence and its importanceEmotional intelligence and its importance
Emotional intelligence and its importance
 
Customer Perception and What are the Factors Influencing Customer Perception?
Customer Perception and What are the Factors Influencing Customer Perception?Customer Perception and What are the Factors Influencing Customer Perception?
Customer Perception and What are the Factors Influencing Customer Perception?
 
Compensation Management and Types of Compensation Management
Compensation Management and Types of Compensation ManagementCompensation Management and Types of Compensation Management
Compensation Management and Types of Compensation Management
 
Nonprofit Marketing, Its types and challenges
Nonprofit Marketing, Its types and challengesNonprofit Marketing, Its types and challenges
Nonprofit Marketing, Its types and challenges
 

Kürzlich hochgeladen

How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀
How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀
How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀
Victoria Olsina
 
WA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di Pasuruan
WA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di PasuruanWA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di Pasuruan
WA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di Pasuruan
infoobataborsi24
 

Kürzlich hochgeladen (20)

ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARUATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
 
How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀
How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀
How To Structure Your Web3 Website For Max Visibility In The Bull Market🚀
 
5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx
 
WA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di Pasuruan
WA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di PasuruanWA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di Pasuruan
WA | 0821-8888-6412 | Apotik Jual Obat Aborsi Cytotec Asli Di Pasuruan
 
youtube_marketing_partner_vling_service_introduction
youtube_marketing_partner_vling_service_introductionyoutube_marketing_partner_vling_service_introduction
youtube_marketing_partner_vling_service_introduction
 
SES London 2009 Beyond Linkbait Greg Jarboe.ppt
SES London 2009 Beyond Linkbait Greg Jarboe.pptSES London 2009 Beyond Linkbait Greg Jarboe.ppt
SES London 2009 Beyond Linkbait Greg Jarboe.ppt
 
The BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdfThe BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdf
 
Beyond the Basics: Enhanced Strategies for Next-Level Advertising
Beyond the Basics: Enhanced Strategies for Next-Level AdvertisingBeyond the Basics: Enhanced Strategies for Next-Level Advertising
Beyond the Basics: Enhanced Strategies for Next-Level Advertising
 
Top SEO Trends to Embrace in 2024‎ ‎ ‎ ‎
Top SEO Trends to Embrace in 2024‎ ‎ ‎ ‎Top SEO Trends to Embrace in 2024‎ ‎ ‎ ‎
Top SEO Trends to Embrace in 2024‎ ‎ ‎ ‎
 
Best Digital Expert Corporation of India
Best Digital Expert Corporation of IndiaBest Digital Expert Corporation of India
Best Digital Expert Corporation of India
 
Top tips for effective SEO copywriting.pdf
Top tips for effective SEO copywriting.pdfTop tips for effective SEO copywriting.pdf
Top tips for effective SEO copywriting.pdf
 
Webinar: What the Hell is Legitimate Interest?
Webinar: What the Hell is Legitimate Interest?Webinar: What the Hell is Legitimate Interest?
Webinar: What the Hell is Legitimate Interest?
 
Being a PMM with a multi-product portfolio - Product Marketing Summit
Being a PMM with a multi-product portfolio - Product Marketing SummitBeing a PMM with a multi-product portfolio - Product Marketing Summit
Being a PMM with a multi-product portfolio - Product Marketing Summit
 
Generating Leads with Analyst Content Webinar Slides_SJN Final.pdf
Generating Leads with Analyst Content Webinar Slides_SJN Final.pdfGenerating Leads with Analyst Content Webinar Slides_SJN Final.pdf
Generating Leads with Analyst Content Webinar Slides_SJN Final.pdf
 
Building Your Customer Base with MailPoet.pdf
Building Your Customer Base with MailPoet.pdfBuilding Your Customer Base with MailPoet.pdf
Building Your Customer Base with MailPoet.pdf
 
Admya Infotech is the Best Digital Marketing Company
Admya Infotech is the Best Digital Marketing CompanyAdmya Infotech is the Best Digital Marketing Company
Admya Infotech is the Best Digital Marketing Company
 
Marketing Automation Insights - Unlocking Success
Marketing Automation Insights - Unlocking SuccessMarketing Automation Insights - Unlocking Success
Marketing Automation Insights - Unlocking Success
 
Why Digital Marketing Important for our Business.pdf
Why Digital Marketing Important for our Business.pdfWhy Digital Marketing Important for our Business.pdf
Why Digital Marketing Important for our Business.pdf
 
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
 
Japanese Sauna Hat Trends - Totonoete Inc.
Japanese Sauna Hat Trends - Totonoete Inc.Japanese Sauna Hat Trends - Totonoete Inc.
Japanese Sauna Hat Trends - Totonoete Inc.
 

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.