Why customer service soft skills training doesn't have to be so hard

We’ve all heard the term “soft skills” before; it’s what stops us giving it right back when a customer yells at you because their food is five minutes late, or you took more than five minutes to resolve their complaint, or you won’t let them return a jacket without tags, which has a big stain on it that was there “before they bought it.” Soft skills not only stop you screaming right back, they help you disarm the situation and leave the customer thinking “wow, what a lovely company that is”. Soft skills are the face of the company. They’re what keeps people coming back.

Patience, understanding, the ability to turn a bad situation into a good one - these are the bedrock of industry; from call centres, to retail, to hospitality. Soft skills are what brought man out from the industrial revolution, into the age of Apple and customer service and spending an extra $700 because that wasn’t a salesman, he's my friend.  And yet, despite how integral soft skills are to customer service, companies seem confused about how to actually train these skills, or even if they can be trained at all.

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