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Ch 1: Soft Skills for Customer Service

About This Chapter

Customer service is one of the most important aspects of a business. These lessons are aimed at employees at all levels and can help them recognize and develop the 'soft skills' needed for successful customer service interactions.

Soft Skills for Customer Service - Chapter Summary

This chapter's lessons explore the interpersonal and communications skills needed for successful customer service. Your employees will study the following:

  • The role of customer service
  • Types of customer service
  • The importance of interpersonal interactions
  • Vital soft skills for customer service, such as self-control, depersonalization and conflict resolution
  • How emotional intelligence figures into customer service

You can set up group corporate training sessions for your employees, or they can review these videos on their own. Every lesson is followed by a short multiple-choice quiz that lets employees check their learning. The quiz questions also can provoke discussion and feedback among members of your customer service team.

How It Helps

  • Improves the company's reputation: Good customer service is one of the hallmarks of a successful company, and the information taught in this chapter can help your employees understand the skills they'll need.
  • Develops awareness: By pointing out important soft skills for customer service, these lessons can help your employees recognize areas where they need improvement.
  • Promotes communication: Watching our videos as a group allows your employees to share experiences and explore ideas for improving their soft skills in customer service.

Skills Covered

After studying these lessons, your employees should be able to:

  • Define customer service
  • Explain the types of customer service
  • Understand skills needed for successful interpersonal interactions
  • Name important soft skills for effective customer service
  • Discuss the role of emotional intelligence in customer service

5 Lessons in Chapter 1: Soft Skills for Customer Service
Test your knowledge with a 30-question chapter practice test
What Is Customer Service? - Definition, Types & Role in Marketing

1. What Is Customer Service? - Definition, Types & Role in Marketing

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

Interpersonal Interaction: Skills & Definition

2. Interpersonal Interaction: Skills & Definition

Everything you do with and around others is considered interpersonal interaction. This lesson discusses situations of interpersonal interactions and the skills involved during those interactions.

Important Soft Skills for Good Customer Service

3. Important Soft Skills for Good Customer Service

This lesson focuses on the interpersonal, or soft, skills needed to provide great customer service. We'll spend some time discussing why these skills are important and how they can help you provide the best service possible.

The Role of Emotional Intelligence in Customer Service

4. The Role of Emotional Intelligence in Customer Service

Have you ever experienced a situation where the person you were dealing with did not understand or try to understand what you were feeling? Understanding what people are feeling is essential in customer service and can be referred to as emotional intelligence.

Practical Application: List of Questions for Assessing Emotional Intelligence

5. Practical Application: List of Questions for Assessing Emotional Intelligence

These questions will help you assess your emotional intelligence and the emotional intelligence of potential employees. You'll find questions on self-awareness, social awareness, self-management, and relationship management.

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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