Power Skills and Customer Service

I am a huge advocate of the importance of Power Skills formerly known as 'Soft Skills.' The name Soft Skills denigrates the importance of these in-demand and highly transferable skills.

This week has been Careers and Skills week where I work and as well as having Careers Fairs at each campus, we have put on sessions and workshops. I have been delivering on Power Skills and the importance these skills are given by employers to the future workforce.

Employers are constantly talking about the importance of these skills and the fact they don't see as many employees with these skills. They are skills learned outside the classroom and skills learned by engaging with others. A number of recent year groups lost out on this during Covid and alongside the rising use of social media that does not support a face to face dialogue giving the person the ability to say anything and cancel anything without full debate which gives a person the ability to practise those power skills.

So what are they? These are in-demand, transferable skills that can be used in any job or career unlike hard skills or academic qualifications which focuses a person generally on a path, transferable skills can be used both in your personal and professional life.

Hard skills vs. power skills

While "hard skills"—the technical, job-specific abilities—are crucial, they often have a shorter shelf life than power skills, which are transferable across different roles and industries. Power skills also cannot be easily automated, making them increasingly valuable in an era of artificial intelligence.

"Hard Skills are soft (they change all the time), and Soft Skills are hard (they are difficult to build, critical, and take extreme effort to obtain)"

Power Skills

These skills include communication, resilience, emotional intelligence, adaptability, teamworking, decision making, problem solving, critical thinking and leadership to name a few.

So many of these skills are required in customer service:

• When customers say no after no, you have to bounce back

• Communication is crucial with customers

• Problem solving if the product is not available

• Decision making when faced with a customer that might negotiate

• Leading when the rest of the team need support and encouragement

And so it goes on. If Customer Service / Experience is the number one area that businesses are looking at to develop then Power Skills are key.

Developing Power Skills

Well... you need to put yourself out there and practise. That's the only way you develop these skills. You have to get over the concern about looking stupid and just do it. Whether its just having a longer than normal conversation with the check out person at the supermarket or joining a gym class or sports club to support with team work. It could be trying a new hobby or craft and working out how to do it through problem solving or volunteering in a charity shop to develop your communication skills face to face. There are so many easy ways to do this.

So why are they important?

• Create an agile and innovative workforce. An organisation filled with employees who can think critically, solve complex problems, and adapt quickly is better equipped to handle rapid changes, new technologies, and market disruptions.

  
  

• Enhance communication and collaboration. Effective communication is foundational to all workplace functions. Power skills ensure teams and departments can coordinate smoothly, reduce misunderstandings, and foster productive relationships.

  
  

• Drive career advancement. While technical skills can get your foot in the door, power skills are often the key differentiator for career growth. These abilities demonstrate leadership potential and the capacity to take on more responsibility, regardless of your specific role.

  
  

• Strengthen employee relationships and morale. Abilities like emotional intelligence and empathy are vital for navigating social complexities, resolving conflicts, and creating an inclusive, positive work culture. This leads to higher employee engagement, job satisfaction, and retention.

  
  

• Improve business outcomes. Companies with employees who possess strong power skills tend to see a positive impact on their bottom line. Did you know that poor communication costs UK businesses significantly, with estimates indicating that

  - £8,000 per employee annually due to inefficiencies in communication practices.

  - For a company with 500 employees, this translates to an annual loss of up to £4 million.

Disney is usually everyone's favourite go-to brand for happiness but they recruit a specific type of person to be part of their team and be a 'cast member' to ensure the Disney experience. Power Skills are crucial for them.

A lot of employers value these to the extent that they 'recruit for attitude, train for skill' because attitude is key, as is being on time, having a great work ethic, putting in the effort and doing the extra, having energy, passion and good positive body language and finally being prepared.

1 These are not hard.

2 They don't require any talent.

3 They do not cost anything!

So Skill Up or Lose Out!