Good afternoon, how may I help you? Practical tips to turn your customer service reps into extraordinary customer relations experts.By J. Jacques Lupien05/08/1999|Canadian HR Reporter|Last Updated: 09/08/2003 Many customer service training programs underestimate the need for soft-skills training such as listening and developing relationships. They often concentrate instead on hard skills, such as using a computer to access customer or product information. This can result in serious shortcomings.Good customer service training involves a more balanced approach in which soft skills don’t get the short end of the stick.Excellent customer service is about creating a truly unique and inviting experience for the customer — not delivering service platitudes. To Read the Full Story, Subscribe or Sign In Remember Me Forgot Password If you are a current Subscriber, please click here to set-up or update your login information.