What is the function of soft skills in customer service?

Soft skills play a crucial role in customer service because they enhance communication and relationship-building with clients. These skills, which include empathy, active listening, patience, and effective verbal and non-verbal communication, are essential for understanding customer needs and responding appropriately. When customer service representatives exhibit strong soft skills, they can connect with clients on a personal level, which fosters trust and loyalty. This interaction not only leads to a better customer experience but also encourages repeat business and positive word-of-mouth referrals.

In contrast, options related to specific technical abilities, logistical management, or problem-solving, while important in their own right, do not encapsulate the essence of soft skills. Soft skills specifically focus on interpersonal and communication abilities, which are critical in creating positive interactions in customer service settings. Therefore, option B accurately reflects the primary function of soft skills within this context.