Customer Service: Soft Skills

The following statement is a description of which soft skill: "Enunciating, speaking loudly enough, and employing an upbeat tone will help you communicate clearly and positively with your customers."

• Conflict resolution

• Listening Skills

• Clear Communication

• Assertiveness

Mark the options that correspond to hard skills

• Time management

• Typing Speed

• Leadership

• A degree or certificate

___________ carefully to customers to know exactly what they need and how you can help them. Demonstrate that you are ___________ _____________ through body language and responses.

What would be a correct definition for self-control?

• You must strive to remain calm and cool, even when your customer is not.

• Patience and self-control will not keep you from getting upset and you will say something inappropriate.

• Remember to take it personally when the customer is upset.

"If customers have a problem with a product or service, focus on what you can do to help them. While you don’t want to seem overly happy when a customer is upset, being proactive and optimistic can help a customer stay positive too."

This statement is talking about:

• Self-control

• Positive Attitude

• Conflict Resolution

• Taking responsibility

"When dealing with customers, you want to be able to take control of the situation and do what you need to do in an efficient manner."

• Depersonalization

• Self-control

• Positive attitude

• Assertiveness

What option best describes conflict resolution:

• If you cannot find a solution that works for a customer, just hang up.

• Do not escalate the issue to someone else who can solve the problem.

• Always make sure you understand problems clearly and offer customers realistic solutions.

• Don't think creatively; often you will need to think of solutions that fit the needs of a specific customer.

"While you should be friendly with your customers, remember that you are not there to share your life story. When a customer explains an issue he is having, there is no need for you to respond with your own, related problem. A simple “I understand” or “I know how you feel” can make the customer feel understood and appreciated."

This statement describes:

• Empathy

• Depersonalization

• Conflict resolution

• A sense of humor

"This is a big part of working in customer service, and that includes being able to say, “I’m sorry,” whether it’s for a late shipment or the poor quality of a product."

This statement describes:

• Self-control

• Clear communication

• Listening Skills

• Taking responsibility

"However, make sure you are never laughing at a customer, such as when they make a mistake or have trouble with something. Instead, laugh with your customers."

This statement describes:

• Clear communication

• Assertiveness

• Sense of humor

• Listening Skills