Impact of Soft Skills on Customer Loyalty

Abstract

This is about training and development of employees and focus on soft skills. Skills of employees are broken down into two main headings, hard (technical) that allow them to perform the tasks that make up the role, and soft skills that encourage interactions, with colleagues, peers and customers. This research has concluded that both skills need to be present to gain the most from the customer relationship, although soft skills will increase the benefit of hard skills, they allow the communication of technical skills. Soft skills are the interaction between individuals, which includes communication and empowerment, autonomy and decision-making. Soft skills are discussed as the last competitive edge organisations can posses, that add value. This skills are difficult to assess, many are already present in employees, but not nurtured. However, the aim of this research is to study the value of soft skills training in terms of attracting repeat customers and increasing company profits. The researcher had chosen in this study three companies making a questionnaire for the case studies are all in different stages of growth, they all have different structures, culture and leadership styles. The approaches and value placed in training differs in all three companies. All of them have different requirements from repeat business, but to each organisation it is a valuable asset. The case studies will examine how all of 4 them approach this aspect and value the soft skills that will help them retain customers. After that, the researcher found out the result and made analysis using ssps sysetem