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One of the reasons soft skills are so important in the workplace is because the tide is shifting in terms of customer relations. Companies hoping to maintain a position in the marketplace are recognizing that service is the new selling.
Soft skills contrast with hard skills, which are generally easily quantifiable and measurable (such as software knowledge or basic plumbing skills). A person's soft skill EQ is an important part of their individual contribution to the success of an organization. Organizations which deal with customers face-to-face are generally more successful if they train their staff to use these skills.