Customer service skills comprise the knowledge, tactics and understanding needed to make customers as satisfied as possible. Here are 12 essential skills.

There are two distinct types of customer service skills for which employees require training and practice. First, there are the operational elements of customer service.

Other experts agree. “If hard skills are a race car, soft skills are the driver," said Scott Greenberg, business keynote ...

Gen Z’s digital upbringing and pandemic disruption have shaped a soft skills gap. Communication, and adaptability are key ...

The objectives are clear: increase customer satisfaction while decreasing negative sentiment. Yet managers aren’t always best positioned to influence agents’ soft skills to move the needle on ...

The "Gen Z Stare," on the other hand, is the "lead paint stare that customer service workers receive instead of response to anything," they said.