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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 are what accompany the hard skills, and help your organization use its technical expertise to full advantage. If you're really good at getting clients, and not so good at retaining them, chances are you have a soft skills gap. If you have lots of staff turnover and have to keep retraining people, chances are you have a soft skills gap.