If you’re providing customer service, you want people who have good “people skills.” But what are those skills? Here are some of the soft skills that your customer service advocates should have.


Your employees need to have patience with frustrated customers. It might take time to get to the bottom of the problem. You can’t do that when you rush someone out the door. It’s important to really listen before solving their problem.

Communication skills

No, customer service advocates don’t need to share their life story, but they do need to know how to talk to people. Keeping information simple and relaying important points to the customer leaves nothing to doubt.

Deep product knowledge

Good customer service advocates will know the product inside and out. A solid foundation will help you navigate complex situations with ease. Your customers will know when they’re talking to someone who clearly knows the product against someone who doesn’t.

Use positive language

Instead of saying “I can’t do something,” change it around by saying what you can do. “We can’t get this product in for another six weeks.” Or “I can place an order for you and get that product to you as soon as it’s in stock. We expect it to be available next month.” Which sounds better?

Acting skills

No matter how many people skills a person has, there’s no way they’ll be able to please everyone. Sometimes, you just have to smile and do your best when you get confronted with a grumpy person who just wants to pull you down.

Ability to read people

It’s easy to read people when you meet them face-to-face, but many complaints come through social media, email or by phone. You have to be able to communicate with others on their level. You might be able to get away with a happy face emoji when you’re emailing a younger person, but Baby Boomers might not take you seriously.

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