Softskills

CUSTOMER SERVICE
Why effective customer service matters Product and
Soft skills: Hard skills: internal
MAIN RULES
process
knowledge
1 Creates great customer experiences
Customer
Soft skills are Hard skills are advocacy
2 Helps build customer loyalty character traits abilities that you Customer
that help you can measure. Here service
interact with
3 Boosts customer retention are a few philosophy
other people examples of hard
effectively. Here skills that help
4 Increases job satisfaction
are some soft skills customer service
that your teams teams thrive.
5 Enables omnichannel support can focus on to
build relationships
with customers.
 c t i v e
A n i n g 1. Listen to non-verbal cues
L i s t e 2. Don’t Interrupt
3. Listen without judging
4. Don’t impose solutions
5. Stay focused
6. Ask questions
 Communication Skills

Clear Correct Complete Concise Compassionate

 ACKNOWLEDGE LISTEN
PATH Y
EM pacity to affirm Acknowledge your customer's
concerns.
Practice active listening.

is th e c a lin g s
e r 's f ee
st o m u
a cu a t e t h at y o
d in d ic e ir
an r s t an d th
un d e —
can o n o r p a in
ru s tr a t i m w as PERSPECTIVE CONNECT
f e p r o b le
i f t h Look at things from your customer's Use positive language.
even u r c o n t r o l. perspective. Try to create a genuine connection.
t o f y o
ou Overcome your biases.
FLEXIBILITY WRONG IDEAS

not to accept
Great idea! Awesome
responsibility
idea!
when things go
wrong.
CUSTOMER EXPERIENCES HAVE TO BE DESIGNED TO BE FLEXIBLE
Sticking rigidly
IN ORDER TO IMMEDIATELY MEET THE REQUIREMENTS OF EACH
to policies, even
CUSTOMER BASED ON THEIR PERSONAL NEEDS AND UNIQUE when they
CIRCUMSTANCES. THE KEY IS TO MEET CUSTOMER NEEDS TO make no sense
CUSTOMER SATISFACTION, NOT MANAGEMENT SATISFACTION.
 POSITIVE ATTITUDE
Customers should feel important and their There is always room for improvement, so
concerns should be addressed, and be an advocate for the customer and make
answered with follow-up in a timely the necessary changes to enhance the
fashion. client experience.

Open to
Be Timely & Feedback &
Responsive
Let the customer know that you are human
To de-escalate problematic situations, try
to understand the customer’s point of view Suggestions and can and relate to their issues and
concerns. Once transparency is reached, be
and issues, and put all efforts into fixing candid and say “no” to additional products
the problem. that are not needed.

Kind and Transparent &

Keep customers in the loop with current
Understanding Candid Being inquisitive and asking the right
specials, future promotions and products questions will give the customer the
that might be beneficial. impression that you are interested and
committed to the conversation.

Proactive Be Inquisitive
Conflict Conflict resolution techniques

Resolution Emotional Communicate Apologise

regulation

these are approaches to negotiating and reducing the avoid conflict use the seek common
tension between a customer and the company in effort to as much as correct tone ground
come to an amicable solution that satisfies both the possible use soft compromise
customer and the company. don't smile,
language collaboration
laugh, or
mock upset
customers
 Continuous Learning Mindset

Action 1 Action 2 Action 3 Action 4

Adopt a Implement and

Assess your Design a
learning support the
current learning plan
mindset learning plan
situation

You can start by Adopt a learning A learning plan is a This means ensuring
assessing your current mindset, which is a way document that outlines that you have the time,
customer service of thinking and the objectives, content, space, and tools to
performance, behaving that values methods, resources, and access and engage with
identifying the gaps curiosity, exploration, evaluation of your the learning materials
and opportunities for experimentation, customer service and activities. You also
improvement, and reflection, and growth. training and coaching need to provide regular
setting clear and activities. and constructive
measurable goals. feedback, recognition,
and rewards to
motivate and reinforce
their learning outcomes.
QUESTIONS?