Customer Service Soft Skills to Master: Part 1

What are soft skills? Personal attributes that enable someone to interact effectively and harmoniously with other people.


Active Listening

Understanding the customer’s problem correctly and anticipating possible questions is the key to effective communication and shorter customer interactions.



Being attentive to all the details the customer is sharing helps to target the problem more precisely, avoid misunderstanding and provide the right solution on the spot.


Clear Communication

Using clear language and following the right customer service etiquette allows establishing respectful business communication with clients and helps to create a positive image for your company.


Persuasive Speaking

A persuasive customer service agent is capable of steering the customer toward the right course of action, which helps to reduce the time needed for resolution of complicated problems.


Use Positive Language

Using “positive language” and avoiding negative phrases will greatly help in resolving conflict situations and create a better impression of your service in the customer’s mind.

Positive Words Source:

  1. Definitely
  2. Absolutely
  3. Certainly
  4. Fantastic

Example Use

•    I definitely will make sure that it gets sorted…
•    I absolutely agree…
•    I can certainly help you…
•    That is a fantastic alternative…

Everyday phrases

As a call center representative, it is your job to make the customer feel at ease from the minute you say “hello”. Good use of these phrases will help to reassure your customer that you are the life-saving, sympathetic ear that they hoped for.

“Rest assured Mr……”
“I do understand the inconvenience you have faced……”
“I will be more than glad/ happy to assist you….”
“I will ensure that…”
“What I will do for you right away is……”
“I assure you I will try my best…..”
“I’m sorry for the inconvenience that you have faced, what I can do for you is ….”

Question: Which soft skill do you need to improve? Recording your phone calls is a great way to critique yourself and to learn which skill needs improvement.



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