Soft Skills Critical to Good Customer Service

We all know customer service isn’t automatically good. In fact, today in order to achieve customer service levels that retain customers, businesses must work hard to earn “good” status by employing multi-channel access and representation from high-quality agents. Long gone are the days when a department could have a few phone lines open from 8 a.m. to 5 p.m., 5 days a week. Businesses are realizing that today’s consumers expect on-demand contact and accessibility 24/7, 365 days a year.

Even with the integration of technology in support centers, it is important to remember what is truly at the core of good customer service…the agents. Along with hard skills agents should have, such as proficiency of software and the technology used in the business, there are several soft skills they should have that are critical to providing good (and great) customer service. A soft skill is thought of as more personality driven; attributes that aid a person in interacting with others positively while building and maintaining a positive relationship with others. Soft skills can be developed over time, but not in the same way as a hard skill is developed.

1. Critical and Creative Thinking: After learning what the issue is, an agent must be able to determine the next steps to resolution, especially when a customer’s issue is unique when compared to average requests. The ability to think quickly and confidently to resolve an issue is all-important when interacting with customers.
2. Communication: A cornerstone of good customer service is good communication. Beyond the basics of proper grammar, tone of voice and confidence, good communication skills help agents exceed customer expectations. When an agent asks the right questions of a customer, then they feel listened to and know that the agent is genuinely interested in resolving the issue. For your business’ Hispanic customers this means agents that communicate with them in Spanish. Centris recognizes the importance of communicating with customers in their native language, which shows that you appreciate their business and are working to build a loyal relationship with them.
3. Patience: This skill is mostly about being able to control the tone of the conversation. Agents should be able to listen to a customer’s initial statements, let them know that you are working to resolve the issue and you understand why they are contacting for assistance. At times a customer may be frustrated or upset during the initial contact, but with the even-tempered responses of a trained agent, the tone of the encounter can begin to relieve any concerns the customer may have at the outset.

With these soft skills, customer service agents can provide high-quality customer service and make the experience as effortless as possible. Centris provides advanced contact center solutions and strategic business intelligence. Through our talented and skilled team of agents in Mexico, we help our partners increase customer retention, sales, and increase market share.

With more than 30 years’ experience, we specialize in quality bilingual calls, technical support, and helping companies expand into the ever-expanding Hispanic market. With our nearshore business model, Centris provides up to a 70% savings over U.S.-based contact centers, all while improving quality. In addition to our bilingual support, we’re known for our accent-neutral support in English and a deep understanding of American culture.

Soft Skills That Matter Most in Modern Customer Support

Today’s best agents need more than a pleasant tone. They need the judgment to decide when to follow a script, when to escalate, and when to slow down so the customer feels fully understood. In high-volume environments, these soft skills directly affect retention, first-contact resolution, and customer lifetime value.

Empathy and De-escalation

Customers usually contact support because something has already gone wrong. An empathetic agent can acknowledge frustration without becoming defensive, clarify the problem, and guide the conversation toward a practical next step. This is especially important in industries such as healthcare, insurance, utilities, retail, and finance, where support interactions can involve stress, money, urgency, or sensitive information.

Bilingual Confidence

For English and Spanish-speaking customers, communication quality depends on more than translation. Agents need cultural fluency, confidence, and the ability to explain next steps in language that feels natural. Bilingual soft skills help customers feel respected and reduce the risk of repeat calls caused by confusion.

Ownership and Follow-Through

Great agents do not simply pass the customer along. They take ownership of the interaction, document what happened, and make sure the next person has the context needed to help. This reduces transfers, avoids repeated explanations, and strengthens the customer’s trust in the brand.

How Centris Coaches Soft Skills

Soft skills improve when they are coached consistently. Centris supports agents with training, quality assurance, performance feedback, and AI-assisted insights that help identify moments where tone, phrasing, or discovery questions can improve. The result is a support environment where agents are encouraged to be efficient without losing the human connection.

If you are contemplating outsourcing for your business needs, contact us; we’d love to show you how efficient your organization can be when you combine nearshore delivery, bilingual agents, and strong customer-service coaching. You can also learn more about Centris customer support and quality assurance services.