In the world of customer service, technical knowledge and product expertise are important—but soft skills are what truly define success. Communication, empathy, and adaptability are the foundation of excellent customer interactions, helping businesses retain loyal customers and stand out from competitors.
A Harvard Business Review (HBR) study highlights the power of soft skills in the workplace. Companies that focus on emotional intelligence and interpersonal skills experience a 12% increase in productivity and the stronger ability to build customer trust. For customer service hiring, evaluating and prioritizing soft skills can make a long-term impact on performance and satisfaction.
Why Soft Skills Matter in Customer Service
Customer service is all about the people you’re serving—which is exactly the perfect intersection between the job and soft skills. Three top soft skills: Communication, empathy, and adaptability, are critical for the job.
Communication Builds Relationships
Clear and effective communication is essential for customer service representatives. It allows them to understand customer needs, explain solutions, and resolve problems efficiently. Miscommunication, on the other hand, can lead to frustration and damaged relationships.
Candidates with strong communication skills can:
- Adjust their tone based on customer emotions.
- Ask thoughtful, clarifying questions.
- Convey solutions with confidence and clarity.
Empathy Drives Customer Loyalty
Empathy—the ability to understand and share the feelings of others—sets great customer service apart. Customers want to feel heard and valued, especially when they’re experiencing an issue. According to HBR, companies that train employees in empathy and listening skills see higher customer satisfaction scores and better long-term loyalty.
When hiring, look for candidates who can:
- Actively listen without interrupting.
- Acknowledge customer frustrations with understanding.
- Offer personalized solutions that demonstrate care.
Adaptability Ensures Success Under Pressure
Fast-paced environments require employees who can adapt to unexpected challenges without becoming overwhelmed. Customer needs can change quickly, and representatives must pivot to solve new problems efficiently.
Adaptable candidates can:
- Handle customer complaints calmly and constructively.
- Learn new tools, processes, or scripts with minimal resistance.
- Thrive in high-pressure situations without compromising service quality.
How to Evaluate Soft Skills During Hiring
While resumes highlight experience, soft skills can be harder to measure. Use these strategies to identify candidates with strong communication, empathy, and adaptability:
- Behavioral Interview Questions
Ask candidates situational questions that reveal soft skills. For example:- “Tell me about a time you resolved a difficult customer issue.”
- “How do you handle a situation where you don’t immediately know the answer?”
These questions provide insight into a candidate’s emotional intelligence, problem-solving ability, and composure under pressure.
- Role-Playing Scenarios
To evaluate candidate responses, simulate real customer service situations. This practical approach lets you observe communication style, listening skills, and adaptability. - Look for Emotional Intelligence
Pay attention to how candidates interact throughout the hiring process. Do they respond thoughtfully to questions? Are they engaged, polite, and self-aware? These behaviors often reflect strong emotional intelligence.
The Long-Term Impact of Soft Skills
Hiring for soft skills benefits customers and the entire organization. Employees who excel at communication, empathy, and adaptability are likelier to build stronger team dynamics, boost workplace morale, and deliver measurable results.
Companies that prioritize soft skills during hiring see reduced turnover, higher employee satisfaction, and better customer experiences. After all, a team of emotionally intelligent, adaptable professionals can tackle challenges and turn frustrated customers into loyal advocates.
Hiring for Soft Skills in 2025
Soft skills are non-negotiable for long-term success in customer service roles. By focusing on these skills during hiring, businesses can build teams that excel at creating positive, lasting customer relationships.
If you’re ready to find candidates with the right balance of technical expertise and soft skills, PrideStaff Thousand Oaks is here to help. Contact us today to discover top talent that can deliver exceptional results.
