According to LinkedIn, the top soft skills most needed by companies in 2020 are:

  • Creativity: how to generate original ideas and solutions.
  • Persuasion: convincing others to support your ideas, buy your solutions, or to take action.
  • Collaboration: able to work on a team and unlock synergies towards a common goal.
  • Adaptability: thriving in change and uncertainty.
  • Emotional intelligence: able to perceive and understand the emotions of yourself and others and to modulate your own natural emotions.

Why emotional intelligence is an important soft skill when applied to customer service:

Skills such as empathy, self-control and teamwork are vital when it comes to communicating with customers. If your customer service employees are able to connect and relate to the people they are talking to, then customer satisfaction will increase. Being self-aware is critical as this will translate into an awareness of how their actions impact on others.

Can emotional intelligence be taught?

The simple answer is ‘Yes’!

There are several training courses offered by BC Training that incorporate emotional intelligence skills, including:

Debunking Soft Skills

BC Training’s Debunking Soft Skills training course will provide participants with an overview of those essential skills that are traditionally identified as ‘soft skills’ and which tend to be associated with good people skills. The course will seek to debunk a number of popular myths associated with soft skills and will provide participants with a clear understanding of how essential people skills are an imperative part of customer service.

Effective Communication

In order to be effective, communication needs to be productive and constructive. We communicate all the time, in many different ways and for many different reasons.  This fun, light-hearted, interactive course will help you to find out how effective communication can maximize your ability to make the best of all your interactions.

Frontline Customer Care

Our expert trainer will explain how to handle difficult interactions and how to take charge of challenging situations that will enable frontline customer care employees to create a positive first impression that will help them to build a rapport with customers.

Get in touch with us to find out more.