Customer Service Beyond Expectations: Soft Skills Unveiled

WRITTEN October 3, 2024 Author: Rich Atkins

In today’s competitive market, simply providing good customer service isn’t enough. To really stand out, companies must work hard to connect with customers in special ways. This means going beyond just meeting their needs; it’s about giving them customer service beyond expectations, and an experience that they will remember.

One effective way to do this is by developing key soft skills. Skills like empathy, active listening, building rapport, and the “You Before Me” (Ub4me) philosophy can make a big difference. By using these skills, businesses can create strong connections with their customers and ensure they feel valued.

The Power of Soft Skills in Customer Service

Soft skills are the personal abilities that enable us to connect well with others. They are crucial for delivering excellent customer service as they make interactions feel more friendly and genuine. These abilities help us understand what customers need in order to solve their problems effectively, and create a positive feeling during their experience. By using soft skills we can make sure that customers feel heard and valued building trust and creating lasting relationships.

Ub4me (You Before Me): Putting the Customer First

The Ub4me concept is a way of thinking that puts the customer’s needs first, above personal or company interests. It basically means, “Your satisfaction is our top priority.” When customers feel that their needs are the main focus, they are more likely to feel valued. This approach helps build loyalty and creates a good atmosphere for interactions.

In practice, Ub4me requires customer service representatives to prioritize the customer’s needs above their own. Instead of rushing to finish a conversation or just focusing on making a sale, they pay attention to what the customer really needs. For instance, if a customer asks about a product that might not be the best choice, Ub4me encourages the representative to suggest a better option, even if it means a smaller sale. This kind of long-term thinking builds customer trust and encourages them to return in the future.

Building Rapport: The First Step to Exceptional Service

Building rapport is always important for creating a connection with customers. It is a foundation of any strong relationship, whether professional or personal. When customers feel a connection, they will trust you and feel comfortable sharing their needs and concerns.

Rapport starts with being friendly and approachable. Additionally, it involves matching the customer’s tone and language to create a sense of familiarity. For example, if a customer is formal, responding in a professional tone will likely work better. On the other hand, if they are casual and open, using a warmer and more informal tone can help strengthen that connection.

Adding personal touches, like remembering a customer’s name or past interactions, makes them feel valued. Simple phrases such as “I remember you mentioned…” or just asking about their day can have a big impact. These small efforts help build rapport, which leads to customer service beyond expectations and increases the chances of customer satisfaction.

Understanding Customer Needs

A key part of providing customer service beyond expectations is understanding what the customer truly needs. This involves being empathetic, listening actively, and asking the right questions. For instance, a simple request like “I want a refund” might actually stem from a deeper issue, such as dissatisfaction with a product.

Understanding needs means recognizing the feelings behind their words. Asking questions like, “Can you tell me more about your expectations?” or “What are the outcomes you were hoping for?” can help uncover what the customer really wants.

The Ub4me philosophy emphasizes this approach. By prioritizing customer satisfaction, you show a commitment to understanding their concerns and going the extra mile to address them.

Listening: The Key to Uncovering Solutions

Active listening is an under appreciated skill in customer service. It means truly focusing on the speaker, understanding their message, and responding thoughtfully. This approach ensures that representatives really grasp the customer’s needs.

So often, customer issues escalate because customers don’t feel heard. When practicing active listening along with empathy, representatives can calm tense situations and steer the conversation toward a solution. For instance, saying, “I understand how frustrating that must be for you,” can help the customer feel validated, making it easier to find a resolution.

Active listening allows representatives to tailor their responses more effectively. By fully understanding the problem, they can offer personalized solutions that often exceed customer expectations.

Bringing it All Together: A Customer-Centric Approach

When you combine soft skills like empathyrapport-buildingactive listening, and understanding needs, you create a customer-focused approach that exceeds expectations. Companies that develop these skills help customers feel valued and understood. This leads to greater customer loyalty, positive word-of-mouth, and a stronger brand image.

The Ub4me mindset boosts these skills by reminding us to prioritize the customer’s experience. By putting the customer first, we improve our listening, build better connections, and better understand their needs. As a result, customers leave not just satisfied, but genuinely impressed by the care and attention they received.


This information is from the Improving Customer Service curriculum. If you’re looking for ways to improve this or other communication skills, register for one of our upcoming public classes.

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