Hard skills are the skills you use to perform the job, whereas soft skills are the personality traits you use to manage customers. Both are important, but when you’re working in customer service, you’ll often want to rely on soft skills. Understanding how a customer feels and maintaining customer relationships is one of the hallmarks of customer service, and it’s typically something you need great soft skills for. Soft skills are also helpful to manage angry customers. Include both types of skills on your CV, but lean harder on soft skills than hard skills for this industry.