As any bank teller, insurance rep, or advertising account manager can tell you, building a successful career in a client-facing field requires a certain set of skills. Each field has its own technical, industry-specific “hard skills” – but perhaps the most important ones are the “soft skills” involving emotional intelligence, adaptability, and effective communication. During the course of carrying out their duties, client services professionals must have expert-level command of both.
Consider the following example: A client of a delivery service is frustrated because their package is late and, clearly agitated, calls the company to complain. Such an issue would clearly be within the purview of a client services officer. In addressing this problem, the designated client services professional must use both hard and soft skills alike. Some hard skills involved might be tracking the issue, analyzing data, and implementing corrective measures, while soft skills come into play with matters like empathy, clear communication, and conflict resolution.
Rona Rafal is a Vancouver-based professional who has spent the majority of her career in client services. Since 2018, she has served as an Advisor Assistant and Client Support Specialist for iA Private Wealth (previously HollisWealth), a firm that specializes in helping clients with all-purpose wealth management.
“One of the most essential soft skills in client services is active listening,” Rafal explains. “You need to listen with the intention of truly understanding the client’s concerns, not just to formulate a response that will wrap up the matter. Active listening helps establish trust and shows the client they are valued and heard, even in challenging situations. A client who knows that you’re genuinely paying attention is far more likely to come away from an interaction satisfied with the outcome,” she adds.
Empathy is another indispensable quality, says Rafal. “It’s not just about solving problems; it’s about showing clients that you care about them. Whether you’re dealing with a frustrated client or a really complicated situation, demonstrating empathy can help diffuse tension and pave the way for productive dialogue.”
Clear and effective communication is equally important. “How you explain things matters just as much as what you’re saying,” says Rafal. She tries to break down complex information into simple, digestible terms to help clients feel more confident and reassured. “It’s also about striking the right tone—being professional yet approachable, authoritative yet understanding, which can be a delicate balance.”
Adaptability and problem-solving are crucial in a profession where no two client interactions are ever the same. “Each situation is different, and you have to be ready to think on your feet,” Rafal notes. “A lot of the time, this means tailoring your communication style to suit a client’s personality, which is a tricky thing to master. Especially if you’ve just met the person or only had a few conversations with them, you have to pick up on things like body language, facial expressions—all sorts of non-verbal communication cues.”
Patience rounds out the list of key soft skills to cultivate when seeking success as a client services professional. “Not every client interaction will be pleasant, but keeping your cool is part of the job,” says Rafal. She stresses the importance of staying calm under pressure and maintaining a positive outlook, even in the face of negativity. “Your attitude can influence the entire conversation. I try to remember that positivity is contagious!”
Mastering these soft skills takes a great deal of time and practice, but they are critical to long-term success in the oftentimes demanding client services sector. Rona Rafal encourages would-be or novice client services professionals to view the adoption and perfection of these skills as a continuous work in progress. “Client services is not a profession for the shy or withdrawn. It requires an outgoing nature, a lot of personality, and a soft touch when it comes to communicating,” says Rafal. “Most of us have to work on developing these skills throughout our careers. But isn’t consistently learning and trying to better ourselves just part of our professional journeys?”
