Top 10 Customer Service Soft Skills to Have & Develop for Career Success

Key Takeaways

• Customer service soft skills are interpersonal abilities that help you handle customer issues, build trust, and create positive experiences that keep them coming back.
• Some of the important customer service soft skills are clear communication, empathy, patience, positive attitude, and emotional intelligence.
• You can find customer service roles at TTEC Jobs. 
• As part of our Employee Value Propositions (EVPs), we offer continuous learning so that you can master these customer service soft skills.

What are Customer Service Soft Skills?

Customer service soft skills are all about how you connect with people. They’re the interpersonal abilities that help you understand customers, solve their issues, and build trust. When you master these soft skills, you can create positive experiences that keep them coming back.

Top 10 Customer Service Soft Skills

1. Clear Communication
2. Active Listening
3. Empathy
4. Problem-Solving
5. Patience
6. Adaptability
7. Positive Attitude
8. Time Management
9. Emotional Intelligence (EI)
10. Conflict Resolution

1. Clear Communication

Communication is the backbone of customer service - it goes beyond what you say but how you say it. Clear communication can improve your customer's experience. You’d want to be concise, yet thorough so that your message is easily understood.

Verbal and Written Skills

Regardless of whether you're talking to a customer on the phone or writing an email, being articulate in both spoken and written communication will put you above the other customer service reps. Use simple language, avoid jargon, and ensure your tone is friendly and professional.

Consistent Tone

Maintaining a consistent tone across all forms of communication is also important. Customers should feel they’re interacting with a single and reliable brand, regardless of the channel they choose. This consistency builds trust. 

2. Active Listening

Listening is more than just hearing words; it’s about understanding the message behind them. Active listening involves focusing fully on the speaker, understanding their message, responding thoughtfully, and remembering key points.

Genuine Focus

To truly listen, you must give the speaker - who’s most probably your customer - your undivided attention. So, put aside distractions and concentrate solely on the customer's needs. Demonstrating genuine focus shows customers that you value their time and concerns.

Clarifying Questions

All this helps avoid misunderstandings and shows the customer that you’re actively engaged in solving their issue.

• Ask open-ended questions to gather more information.
• Paraphrase what the customer says to ensure understanding.
• Summarize key points to confirm clarity.

3. Empathy

Empathy is the ability to understand and share the feelings of another. In customer service, empathy allows you to connect with customers on a human level, making them feel heard and valued. 

Understanding Emotions

Recognizing and understanding customer emotions is the first step in practicing empathy. Customers may be frustrated, confused, or excited - acknowledging these emotions can help you respond appropriately.

• Listen for emotional cues in the customer's voice or words.
• Validate their feelings by acknowledging them.
• Respond with compassion and understanding.

Building Connections

Empathy helps build connections with customers, turning simple interactions into relationships. When customers feel understood and valued, they are more likely to return and recommend your services to others. 

This is proven by a Harvard Business Review (HBR) study too: emotionally engaged customers are three times more likely to repurchase and refer the brand to others. 

4. Problem Solving

Every customer service role involves some level of problem-solving - whether it’s resolving a complaint or finding a product that meets the customer's needs.

Identifying Issues

To effectively solve problems, start with accurately identifying the issue. This involves listening to the customer, asking questions, and analyzing the situation. By understanding the root cause of the problem, you can develop a targeted solution.

Implementing Solutions

Once you've identified the issue, you can implement a solution. This requires creativity, resourcefulness, and a willingness to take initiative. The best solutions are those that address the immediate problem and prevent it from recurring.

5. Patience

Patience is not simply the ability to wait – it's how we behave while we're waiting. – Joyce Meyer

Patience involves maintaining composure and providing thoughtful responses, even when faced with challenging or time-consuming situations. When you demonstrate patience, customers are more likely to remain calm and cooperative. It also helps you maintain a positive attitude, which is important for customer satisfaction.

Dealing with Difficult Customers

Customer service is sometimes synonymous with dealing with difficult customers! But you must remain calm and patient, no matter how frustrated or upset the customer may be. 

Listen to their concerns, acknowledge their feelings, and work towards a resolution that satisfies you and the customers. 

Managing Stressful Situations

Stressful situations are inevitable in customer service roles. Regardless of whether it's a busy day or a particularly challenging customer, patience helps you manage these situations effectively. Take a deep breath, focus on the task at hand, and understand that being calm can diffuse tension.

From automotive specialists to travel customer service representatives, check out all the customer service jobs that are available at TTEC.

6. Adaptability

Adaptability is all about being open to change, learning new skills, and adjusting to new situations quickly and efficiently. It ensures that you can meet the evolving needs of customers and the business.

Handling Change

Change is the only constant in life. – Heraclitus

In customer service, change might mean adapting to new technologies, processes, or customer expectations. For example, your team lead just announced a new SOP to improve outbound call quality? That’s great! 

When you handle change well, you show resilience and a mindset ready to learn. This will help your career - since you’ll be better at meeting customer needs and creating a great experience for them.

Learning New Skills

How to learn new skills?

• Stay updated with industry trends and technologies.
• Seek out training and development opportunities.

7. Positive Attitude

We all have that coworker who just brightens up the room with their presence. That’s the power of a positive attitude. 

Having a positive attitude means approaching each interaction with enthusiasm, optimism, and a willingness to help. It’s infectious and can significantly boost team dynamics, job satisfaction, and customer experience.

Boosting Morale

In a customer service environment, a positive attitude can boost morale among your colleagues. All of us want to work in a supportive and encouraging atmosphere, where everyone feels motivated to perform at their best. 

Customers can sense your attitude too, and a positive demeanor can make their experience more enjoyable. It shows that you’re committed to providing excellent service and genuinely care about their needs.

Encouraging Teamwork

A study published in the Journal of Applied Behavioral Science found that a workplace with “positive and virtuous practices” can improve overall teamwork and performance. This causes better problem-solving and a more efficient workflow, ultimately benefiting the customer.

8. Time Management

First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution Rate (FCR)...We can list more metrics used in customer service to measure performance. But they’re usually about efficiency and promptness. 

This is where time management comes into the picture. Good time management means higher productivity and improved customer satisfaction.

Prioritizing Tasks

Identify the most important and urgent tasks and focus on completing them first. This ensures that critical issues are addressed promptly, preventing potential problems from escalating.

Avoiding Procrastination

To avoid procrastination, break tasks into smaller, manageable steps, set clear deadlines, and hold yourself accountable. This approach helps you stay on track and ensures that tasks are completed efficiently.

9. Emotional Intelligence (EI)

Emotional intelligence (EI) is the ability to understand and manage your own emotions while also recognizing and influencing the emotions of others. By developing EI, you can improve your communication, problem-solving, and relationship-building abilities - all very important in customer service.

Recognizing Emotions

To recognize emotions, you must be attuned to both verbal and non-verbal cues. Customers often communicate their feelings through tone of voice, body language, and choice of words. By paying attention to these signals, you can understand their emotional state and adjust your responses accordingly.

Responding Appropriately

Once you've recognized a customer's emotions, the next step is to respond appropriately. Here’s where you should validate their feelings, offer support, and find solutions that address their needs. 

10. Conflict Resolution

Conflict resolution involves mediating disputes, finding common ground, and negotiating solutions that satisfy all parties involved. Effective conflict resolution will resolve the immediate issue and even strengthen relationships and prevent future conflicts.

Mediating Disputes

If you’re mediating disputes, you must have active listening, empathy, and problem-solving skills. When conflicts arise, remain neutral and focus on finding a fair resolution. Encourage open communication, listen to all perspectives, and guide the parties toward a mutually beneficial solution.

The most important thing in communication is hearing what isn't said. – Peter Drucker

Finding Win-Win Solutions

Finding win-win solutions involves identifying outcomes that satisfy all parties involved. You must build on your creativity and negotiation skills - and be willing to compromise. By focusing on shared goals and interests, you can develop solutions that benefit both the customer and the organization.

Master Customer Service Soft Skills at TTEC Jobs

Ready to level up your interpersonal abilities and build a thriving customer service career? TTEC Jobs is a global job-seeking platform where you can put these top 10 customer service soft skills into practice daily, all while receiving ongoing training and support from a team committed to your success.

Our Employee Value Propositions (EVPs) 

• Shared Purpose: We believe in making a meaningful impact - on each other, our communities, and the world.
• Individualized Growth: With over 10,000 courses, we’re serious about your continuous learning and development - you’ll always sharpen your soft and hard skills here.
• Deeper Connections: From day one, you’ll form genuine bonds - regardless if it’s with a mentor guiding your career or a teammate cheering you on.
• Well-being: Your overall wellness matters. With inclusive benefits, ongoing recognition, and various wellness initiatives, you’ll stay energized and ready to serve customers with empathy.
• Agile Flexibility: Everyone’s path is different. Enjoy flexible schedules so you can balance your professional growth with personal commitments.
• Engaging Environment: We set you up for success through quality training, supportive leadership, and collaborative team structures - perfect for cultivating soft skills and being an A-star customer service rep.
• Your Voice: We value open feedback loops where you can share your insights on customer service improvements or workplace culture.

If you’re eager to refine your soft skills and jumpstart your customer service career, check out the latest TTEC job openings.

Frequently Asked Questions (FAQ)

Why are soft skills important in customer service?

Soft skills like clear communication, empathy, and problem-solving are important in customer service because they directly impact the customer experience. They also enhance your ability to build positive relationships and contribute to a supportive work environment.

How can I improve my active listening skills?

To improve on your active listening techniques, focus on the speaker, avoid interruptions, and ask clarifying questions to ensure understanding. Paraphrasing and summarizing what you've heard can also help reinforce your comprehension.

What are effective conflict resolution techniques?

Effective conflict resolution techniques include active listening, empathy, and negotiation skills. Focus on understanding all perspectives, encouraging open communication, and finding common ground.

By mediating disputes and finding win-win solutions, you can resolve conflicts quickly and maintain positive relationships with customers and colleagues.

What is the difference between empathy and emotional intelligence (EI)?

Empathy is all about understanding and sharing someone else’s feelings. Emotional intelligence (EI) takes it a step further - it includes knowing yourself, managing your emotions, and understanding how to handle others’ emotions, too.

How does TTEC Jobs support employees in developing soft skills?

At TTEC Jobs, we provide comprehensive training programs, mentorship opportunities, and an engaging work environment as part of our EVPs to help you develop your soft skills.