Breaking the Ice Episode #43: Wallets and Soft Skills


In Episode #43 we first open our wallets/purses and talk about what’s important to us — and yes, Jenny has offered Jeremy a peppermint beadlet and they do indeed work.

We then explore the popular customer service term, “soft skills,” what those skills are, and whether or not that’s the correct term. For more context on this issue, check out our debate with other customer service experts on this topic.

Here are the questions for this week’s episode:

Icebreaker Question: Pick something random out of your pocket, wallet or purse and share why it’s important to you.

Customer Service Question: What are soft skills and is that the appropriate terminology for them?

We’d love to hear your answers to these questions in the comments below.

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Leave a Reply

Your email address will not be published. Required fields are marked *