Customer service, among other skills like emotional intelligence and leadership are considered untrainable soft skills. When it comes to customer service the term soft skill needs to stop being used, defining it that way makes it seem like a skill that can’t be learned and perfected. A skill is something that can be defined and improved on especially with monitoring customer service personnel. Customer service is something that can be improved on, trained and monitored for improvement, do it’s time to stop calling it a soft skill.
- How to tell if someone has learned to build rapport.
- The ATD is a professional organization in training others to become professionals.
- If you can define something with the three key words(define, observe, manage)then it doesn’t matter if its something like typing, its a skill.
“Keep in mind the term “soft skill” is applied to skills that are difficult to define, observe, and manage. So calling something a “soft skill” is often an unconscious attempt to avoid difficult work.”