{"id":43434,"date":"2025-08-11T14:48:42","date_gmt":"2025-08-11T14:48:42","guid":{"rendered":"https:\/\/web.valuesite.cl\/index.php\/2025\/08\/11\/desarrollo-guiado-por-comportamientos-bdd-copy\/"},"modified":"2025-08-26T16:04:59","modified_gmt":"2025-08-26T16:04:59","slug":"soft-skill-en-servicio-al-cliente-el-nuevo-superpoder","status":"publish","type":"post","link":"https:\/\/web.valuesite.cl\/index.php\/2025\/08\/11\/soft-skill-en-servicio-al-cliente-el-nuevo-superpoder\/","title":{"rendered":"Soft skills en servicio al cliente: el nuevo superpoder"},"content":{"rendered":"<section class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; z_index=&#8221;0&#8243;][vc_column][vc_single_image image=&#8221;43436&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row el_id=&#8221;row-content-page&#8221; css=&#8221;.vc_custom_1674585036169{margin-top: -6% !important;margin-bottom: 0px !important;padding-top: 32px !important;padding-right: 16px !important;padding-bottom: 32px !important;padding-left: 16px !important;background-color: #ffffff !important;}&#8221; z_index=&#8221;1&#8243;][vc_column][vc_row_inner el_id=&#8221;row-header-post-etiqueta&#8221; el_class=&#8221;header-post-etiqueta&#8221;][vc_column_inner][vc_column_text]<div class=\"blog-post-top-bss\"> \r\n\r\n\t\t\t\t\t\t<div class=\"entry-content post-content\"> \r\n\t\r\n\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t<div class=\"post-meta date-color\">\r\n\t\t\t\t\t\t\t\t\t<div class=\"entry-meta single-post-meta clearfix gem-post-date\">\r\n\t\t\t\t\t\t\t\t\t\t<div class=\"post-meta-right\">\r\n\t\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"post-meta-likes\"><a href=\"#\" class=\"zilla-likes\" id=\"zilla-likes-43434\" title=\"Like this\"><span class=\"zilla-likes-count\">4<\/span> <span class=\"zilla-likes-postfix\"><\/span><\/a><\/span> \r\n\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<div class=\"post-meta-left\" style=\"display: flex;\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"post-meta-author div-display-none-bss\">Por Pamela Iturrieta<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"sep div-display-none-bss\"><\/span> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"post-meta-date fecha-1-bss\">  \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext-wrap position--left vertical--center\" style=\" \"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext-icon\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-icon gem-simple-icon gem-icon-pack-material gem-icon-size-custom\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-icon-inner\" style=\"font-size: 16px;\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"gem-icon-half-1\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"back-angle\">\uf1cc<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"gem-icon-half-2\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"back-angle\">\uf1cc<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext__title\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"title-customize title-default\" style=\"\"><span>agosto 11, 2025<\/span><\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t  \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"sep \"><\/span> \t\t\t\t\t\t\t\t\t\t\t\t<span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext-wrap position--left vertical--center\" style=\" \"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext-icon\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-icon gem-simple-icon gem-icon-pack-material gem-icon-size-custom\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-icon-inner\" style=\"font-size: 16px;\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"gem-icon-half-1\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"back-angle\">\uf547<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"gem-icon-half-2\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"back-angle\">\uf547<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"gem-infotext__title\"> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"title-customize title-default\" style=\"\"><span><span class=\"post-meta-categories \"><a href=\"https:\/\/web.valuesite.cl\/index.php\/category\/articulo\/\" title=\"Ver todos los art\u00edculos en Art\u00edculo\">Art\u00edculo<\/a> <span class=\"sep\"><\/span> <a href=\"https:\/\/web.valuesite.cl\/index.php\/category\/valuesite\/\" title=\"Ver todos los art\u00edculos en Valuesite\">Valuesite<\/a><\/span><\/span><\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div> \r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\r\n \r\n\r\n\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<\/div><!-- .entry-meta -->\r\n\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t \r\n \r\n\t\t\t\t\t\t<\/div>\r\n \r\n<\/div>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=&#8221;content-articulo-bss&#8221;][vc_column_inner][vc_column_text]<\/p>\n<h5><span class=\"light\" style=\"color: #000000;\">Soft skills en servicio al cliente: el nuevo superpoder<\/span><\/h5>\n<p>[\/vc_column_text][vc_column_text]En un mundo donde las plataformas evolucionan y los sistemas se automatizan, hay algo que sigue siendo insustituible: las <strong>habilidades blandas<\/strong> (soft skill) de quienes est\u00e1n detr\u00e1s del servicio. Y en el \u00e1rea de Servicio al Cliente, estas habilidades se han transformado en un verdadero superpoder.<\/p>\n<h6><strong>\u00a0\u00bfPor qu\u00e9 hablar de soft skills ahora?<\/strong><\/h6>\n<p>Porque cada interacci\u00f3n con un cliente no es solo t\u00e9cnica: es emocional, contextual y muchas veces decisiva. Una mala experiencia no se resuelve solo con un SLA cumplido; se recupera con empat\u00eda, escucha, resiliencia y pensamiento cr\u00edtico.<\/p>\n<h6><strong>\u00a0Las 5 habilidades blandas clave para equipos de atenci\u00f3n<\/strong><\/h6>\n<ul>\n<li><strong>&#8211; Escucha activa:<\/strong> no es solo o\u00edr, es <em>entender<\/em> lo que no se dice expl\u00edcitamente.<\/li>\n<li><strong>&#8211; Gesti\u00f3n emocional:<\/strong> mantener la calma, incluso cuando el cliente no lo hace.<\/li>\n<li><strong>&#8211; Comunicaci\u00f3n clara y asertiva:<\/strong> decir lo justo, con el tono adecuado y sin ambig\u00fcedades.<\/li>\n<li><strong>&#8211; Resoluci\u00f3n creativa de problemas:<\/strong> ir m\u00e1s all\u00e1 del manual para encontrar soluciones viables.<\/li>\n<li><strong>&#8211; Adaptabilidad:<\/strong> cada cliente es distinto. Cada caso, un nuevo escenario.<\/li>\n<\/ul>\n<h6><strong>\u00bfC\u00f3mo fortalecer las Soft Skills en nuestro equipo?<\/strong><\/h6>\n<p>Desarrollar habilidades blandas no se trata solo de talleres te\u00f3ricos.\u00a0 Creemos en <strong>entrenar desde la experiencia<\/strong>, la empat\u00eda y el cuidado mutuo. Aqu\u00ed te mostramos c\u00f3mo lo debemos hacer:<\/p>\n<h6>\u00a0 \u00a01. Simulaciones reales<\/h6>\n<p>Entrenar como si fuera real&#8230; porque lo ser\u00e1.<br \/>\nRecrear situaciones desafiantes del d\u00eda a d\u00eda con clientes reales (irritados, confundidos, urgidos). El equipo practica c\u00f3mo actuar, qu\u00e9 decir y, sobre todo, <strong>c\u00f3mo escuchar<\/strong>.<br \/>\nAl final, damos feedback inmediato y constructivo.<br \/>\nBeneficio: fortalece la confianza y la respuesta emocional ante escenarios dif\u00edciles.<\/p>\n<h6>\u00a0 \u00a02. Evaluaciones cualitativas<\/h6>\n<p>No todo lo importante se mide en n\u00fameros.<br \/>\nM\u00e1s all\u00e1 de CSAT o NPS, abrimos espacios donde el cliente puede expresar <strong>c\u00f3mo se sinti\u00f3<\/strong> con la atenci\u00f3n.<br \/>\nLeemos, analizamos y compartimos ese feedback con el equipo para identificar buenas pr\u00e1cticas o \u00e1reas a reforzar.<br \/>\n<em>\u201cMe sent\u00ed acompa\u00f1ado\u201d, \u201cme explicaron con paciencia\u201d, \u201cme hablaron como persona\u201d<\/em> \u2192 eso vale oro.<br \/>\nBeneficio: refuerza el impacto emocional del servicio bien entregado.<\/p>\n<h6>\u00a0 \u00a03. Espacios de contenci\u00f3n interna<\/h6>\n<p>Cuidar al equipo que cuida a los clientes.<br \/>\nEn SAC sabemos que el trabajo emocional desgasta. Por eso, fomentamos:<\/p>\n<ul>\n<li>&#8211; Pausas activas y respiraci\u00f3n guiada en d\u00edas complejos<\/li>\n<li>&#8211; Espacios de conversaci\u00f3n interna sin juicio<\/li>\n<li>&#8211; Reuniones de retroalimentaci\u00f3n positiva<\/li>\n<li>&#8211; Reconocimiento entre pares<\/li>\n<\/ul>\n<p>Si el equipo se siente escuchado y valorado, <strong>responde con m\u00e1s empat\u00eda y energ\u00eda al cliente<\/strong>.<br \/>\nBeneficio: m\u00e1s resiliencia, menos rotaci\u00f3n, mejor ambiente.<\/p>\n<h6><strong>\u00a0<\/strong><strong>\u00bfQu\u00e9 ganamos desarrollando soft skills?<\/strong><\/h6>\n<ul>\n<li>&#8211; Clientes m\u00e1s satisfechos y leales<\/li>\n<li>&#8211; Menor rotaci\u00f3n en el equipo<\/li>\n<li>&#8211; Mejores indicadores de calidad<\/li>\n<\/ul>\n<h6 style=\"padding-left: 80px;\">CSAT (Customer Satisfaction Score)<\/h6>\n<p style=\"padding-left: 80px;\">\u00bfQu\u00e9 mide?<br \/>\nEl nivel de satisfacci\u00f3n inmediata del cliente luego de una interacci\u00f3n o servicio.<\/p>\n<h6 style=\"padding-left: 80px;\">NPS (Net Promoter Score)<\/h6>\n<p style=\"padding-left: 80px;\">\u00bfQu\u00e9 mide?<br \/>\nEl nivel de lealtad del cliente hacia la empresa o marca.<\/p>\n<ul>\n<li>&#8211; Un equipo m\u00e1s resiliente y empoderado<\/li>\n<\/ul>\n<p>El enfoque no debe limitarse a resolver tickets. Apostar por construir relaciones. Y eso solo es posible cuando quienes atienden tienen no solo conocimientos t\u00e9cnicos, sino tambi\u00e9n habilidades humanas. Porque al final del d\u00eda, <strong>lo que m\u00e1s recuerda un cliente no es qu\u00e9 hicimos\u2026 sino c\u00f3mo lo hicimos sentir.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<blockquote><p>\u201cLas habilidades blandas no se ven en el CV, pero brillan en cada conversaci\u00f3n con un cliente.\u201d<\/p>\n<p>&nbsp;<\/p><\/blockquote>\n<p>Te invitamos a trabajar junto a nuestro equipo de profesionales con amplia experiencia en el desarrollo de soluciones tecnol\u00f3gicas para diferentes industrias, que agregan valor a nuestros clientes.<\/p>\n<p style=\"text-align: left;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">Cont\u00e1ctanos a trav\u00e9s de nuestro correo\u00a0<\/span><\/span><\/span><\/span><a href=\"mailto:contacto@valuesite.cl\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">contacto@valuesite.cl<\/span><\/span><\/span><\/span><\/a><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">\u00a0<\/span><\/span><\/span><\/span><\/p>\n<div class=\"small-body\"><\/div>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=&#8221;row-footer-post-etiqueta&#8221; 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