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 a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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