Customer Service Soft Skills to Master: Part 2

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

crankyp_confidence

Confidence – Confident customer service interaction created a background of trust and professionalism for the communication with clients and makes the customer feel that their problem is important.

Believe in yourself! Have faith in your abilities! Without a humble but reasonable confidence in your own powers you cannot be successful or happy. Norman Vincent Peale

Good Body Language – Appropriate body language helps the agent to share positive attitude and incline the customer to also be open and friendly and cooperate with the service person. Here are a couple of examples of bad body language and what do to avoid it.

Crossed Arms

What’s the Problem? Having your arms folded across your chest can give the customer the impression you are insecure, defensive and uncomfortable in their presence.

How to avoid: Make a conscious effort to keep your arms apart. Keep your hands ready to gesture naturally.

Slouching

What’s the problem? The person you are talking to may take your slouching as a sign of low confidence.

How to avoid: Plant your feet firmly on the floor, push your hips back in the chair, straighten your back and rest one arm on the arm of the chair.

Body language is a very powerful tool. We had body language before we had speech, and apparently, 80% of what you understand in a conversation is read through the body, not the words. Deborah Bull

Understanding of Human Psychology

Good psychological skills is an invaluable asset for customer service agents helping them to ‘read’ customers and find the right approach to them in every interaction.

Patience and Self-Control

Even though, statistically, 90% of customer service problems are very basic, it takes an immense amount of patience to transfer your knowledge and experience to the customer.

I have learned that I really do have discipline, self-control, and patience. But they were given to me as a seed, and it’s up to me to choose to develop them. Joyce Meyer

Ability to Empathize

Showing empathy and creating emotional connection with the customer is a good foundation for earning lifelong customers for your company.

Entrepreneurs may be brutally honest, but fostering relationships with partners and building enduring communities requires empathy, self-sacrifice and a willingness to help others without expecting anything in return. Ben Parr

 

 

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