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Ch 2: Developing Customer Service Soft Skills

About This Chapter

Use the video lessons in this chapter to help your employees develop specific customer service soft skills. They'll learn about topics such as writing service tickets, handling telephone requests and communicating via computer chat functions.

Developing Customer Service Soft Skills - Chapter Summary

Use this chapter's lessons to help your employees develop specific skills for several methods of customer service delivery. Your employees can learn about:

  • Customer service phone skills
  • Writing skills needed for e-mails and customer support tickets
  • Using instant messaging and online chats
  • Face-to-face customer service soft skills
  • Internal customer service skills

These lessons can be used as part of a group corporate training session, which is especially useful for promoting discussion and sharing among members of your customer service team. Employees can also watch the lessons on their own, using a computer or mobile device. The quizzes that follow each lesson let your employees test their learning.

How It Helps

  • Ensures conformity: Completing the same training course ensures that all employees have received the same facts and were notified of identical guidelines regarding customer service.
  • Develops awareness: These lessons help your employees understand all the methods by which customer service can be delivered.
  • Promotes the use of technology: Your employees will get information on how to handle customer service requests through online chats and instant messaging. Multi-tasking is a major part of this lesson.

Skills Covered

When employees have completed this chapter, they should be ready to:

  • Explain the top skills for customer service over the telephone
  • Describe the writing skills needed for customer service work
  • Outline the main points of customer service work via Instant Messenger
  • List skills for face-to-face contact
  • Discuss the soft skills needed for internal customer service

6 Lessons in Chapter 2: Developing Customer Service Soft Skills
Test your knowledge with a 30-question chapter practice test
Phone Skills for Customer Service

1. Phone Skills for Customer Service

Effective customer service has a major impact on the overall health of an organization. This lesson will discuss several soft skills that phone customer service representatives should have.

Practical Application: Assessing Phone Skills for Customer Service Representatives

2. Practical Application: Assessing Phone Skills for Customer Service Representatives

This questionnaire will help you self assess your phone skills. Using this will help you identify areas and strength and weakness in this skill. After, we'll analyze the results and look at strategies for improvement if necessary.

Writing Skills in Customer Support Tickets & Emails

3. Writing Skills in Customer Support Tickets & Emails

Customer support tickets and emails are a convenient way for anyone to request help online. Learn four easy ways to write effective responses to support tickets and emails.

Using Instant Messaging & Chat in Customer Service

4. Using Instant Messaging & Chat in Customer Service

More and more companies are servicing customers through instant messaging and chat. This lesson will discuss the soft skills that customer service chat agents should possess.

Face-to-Face Customer Service Skills

5. Face-to-Face Customer Service Skills

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!

Soft Skills for Internal Customer Service

6. Soft Skills for Internal Customer Service

In this lesson, you'll find a brief review of the soft skills required for internal customer service. At the end of the lesson, you should be able to define the term, internal customer, as well as how to use soft skills to meet their needs in the workplace.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Building Customer Service Soft Skills course

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