Face-to-Face Customer Service Skills

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  • 0:03 Attitude Is Everything
  • 1:02 Soft Skills
  • 2:17 Face-To-Face Interaction
  • 4:02 Lesson Summary
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Lesson Transcript
Instructor: Annette Lara

Annette is an accomplished business professional with expertise in Healthcare Operations and has a masters degree in Business Administration.

Customer service is an important part of building relationships in business. The use of soft skills will shape the customer experience and play a large role in the decision to return for future business. Learn what these skills are and how to implement them!

Attitude Is Everything

We often come in contact with others during many of our daily tasks. Think about the last time you went to the grocery store. What was the attitude of the associate who helped you? Were they friendly and eager to help? Have you ever encountered someone who did not appear to be happy to assist you? These questions all help to answer how experienced the customer service representative was using soft skills in the workplace.

Having a positive and enthusiastic attitude with coworkers and customers will always lead to workplace success. Employers look for candidates who have a positive attitude and are eager to complete tasks and who get along well supervisors and co-workers. A negative attitude can demonstrate that the employee is disinterested and may not work well with supervisors and co-workers. This could cause delays or conflict in completing tasks. Employees who are viewed as enthusiastic are more likely to provide good customer service and manage conflict well.

Soft Skills

Soft skills are an important part life. A more common term for soft skills is people skills or interpersonal skills, all of which describe the relationships and behavior of people during interactions. These skills demonstrate how one manages relationships - whether it's with family and friends or co-workers and customers.

Soft skills can include:

  • Communication skills
  • Leadership skills
  • Team-working skills
  • Problem-solving skills
  • Attitude

These are skills that cannot be measured. They are skills that people demonstrate by interacting with others. Effective and excellent customer service is considered a soft skill because it often requires the use of many other soft skills combined.

Think about a time when you've experienced excellent customer service or a time when you provided a customer with effective and excellent service. This level of service requires effective communication, listening to and understanding the needs of the customer, and being willing to find the proper solution to a problem, all while demonstrating a positive attitude, or general display of disposition and feelings. Most companies offer training on soft skill development because it's one of the most important parts of building and maintaining business relationships.

Face-to-Face Interaction

Many people work with customers over the phone or by email correspondence, but very often, interactions between the customer and a service agent will be in a face-to-face setting, where the customer and service agent are literally before one another. The soft skills needed during face-to-face interactions include verbal and non-verbal communication methods that demonstrate interest and concern for the person and issue.

Verbal communication consists of spoken words and tone of voice, as well as effective listening. How loud someone speaks, for example, or the tone of voice used, can be understood by others as friendly and polite or angry and possibly even sarcastic. Effective communication is speaking clearly and listening to what is being said to be able to communicate appropriately in response.

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