Todays customer service involves much more than a conversation on the phone. For the past few years, web, email, chat, and social media have been important channels for customers.
Soft skills normally associated with phone support, such as empathy, the ability to read a customers emotional state, social graces, communication, and friendliness remain important. But additional skills for newer channels need to be developed to make these channels equally or, if they prefer, more viable choices for customers.
This guide will help you navigate soft skills needed for each channel, including:
- Email/Support Tickets
- Social Media