The customer service industry requires employees to have a number of soft—or interpersonal—skills. Whether you interact with customers in person, on the phone, or via email or online chat, it's important that you believe able to relate to them on a human level and that they feel as if they are interacting with someone who genuinely cares and wants to solve the problem.

https://www.thebalancecareers.com/top-soft-skills-for-customer-service-jobs-2063746