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How to Improve Problem Solving Skills in Customer Service

Keeping customers happy pays off.

Happy customers buy more, generate positive word-of-mouth advertising, and create great referrals.

Unhappy customers complain, and they do it loudly. What’s worse, for every customer that complains, 26 stay quiet .  

Delivering great customer service can be challenging, but why?

According to Jeff Toister of Toister Performance Solutions and author of three customer service books , there are five reasons why customer service is so hard:

• It’s not instinctive
• Our customers see what we don’t
• It’s sometimes hard to be friendly
• We aren’t good at multitasking
• Directed attention fatigue

So how do we overcome these challenges ?

Problem-solving.

“Every problem has a solution. You just have to be creative enough to find it.” Travis Kalanick

One of the main reasons our customers do business with us is because we solve a problem for them.

Depending on your product or service, your business can help customers:

• experience something new
• feel comfort
• become healthier

What problem does your business solve for your customers?

Problem -solving skills is vital to Customer Service

Solving a customers’ issue should be the goal of every one of your people.

But typically in the past, when an issue escalated to a certain point, help desk service or customer service reps (CSRs) were told to escalate these calls to a supervisor or manager.

More and more companies are asking customer service reps (CSRs) to handle these types of issues, not managers.

That’s a big change for many CSRs.

It’s also a task CSRs can get right with the proper problem -solving skills training . Failing is not an option for CSRs. It’s just too costly.

What is the impact of poor customer service?

Companies lost $75 billion in 2017 from customers switching to competitors because of bad service. That’s up $13 billion from 2016. With customers demands increasing each year, it doesn’t take much to disappoint customers with poor customer service. Obviously, CSRs need to be at the top of their games to keep customers happy.

This guide offers tips on how to help your people solve customer service problems quickly, efficiently, and cost-effectively.

The guide covers the following topics:

• Critical thinking in customer service
• Rules to help customer service people think critically
• Basic customer service problem-solving scenario
• Concrete steps to solve a customer problem

Keeping customers happy can boost customer loyalty, corporate productivity , and business profitability—goals for every company out there.

“Fall in love with the problem, not the solution.” Uri Levine

Critical Thinking in Customer Service

Delivering epic customer service is essential these days. But that’s easier said than done, given today’s more demanding customers.

Identify critical thinkers

To manage demanding customers requires someone highly skilled in troubleshooting—someone with the creativity to solve difficult problems.

All while under the pressure of the customer.

So, look for customer service people that are creative problem solvers when hiring new workers. These people have a penchant for thinking outside the box to solve problems.

That includes not just the ability to think rationally , but also the need to question the information given. Put simply, critical thinking is never taking anything for granted.

Build critical thinking skills

Customer service people can develop critical thinking skills with practice. In a post by Ransom Patterson on CollegeInfoGeek.com reveals seven ways people can improve critical thinking skills:

• ask basic questions
• question basic assumptions
• be aware of your mental processes
• try reversing thing
• evaluate existing evidence
• think for yourself
• remember you are not perfect

Apply these tips encourages critical thinking.

Another critical thinking technique CSRs can use is constructive controversy. A proven problem-solving method, constructive controversy helps you decide if a decision we’re making is the right one for you. Here’s more on this technique .

Basic Customer Service Problem-Solving Scenario

Savvy businesses aren’t afraid to provide employees with customer service problem-solving training.

One aspect of this training is learning the four phases of a problem-solving situation and what to do during each phase. See below:

Listen to customers

Listening is the first step in solving customer’s problems. It’s also the most critical. But customer service people often need training to do it well.

If customer service reps don’t listen, they won’t know the nature of a customer’s problem and its impact on him or her.

Sometimes, all customers want is for CSRs to lend a sympathetic ear. Other times, they need more.

Also, CSRs need to let customers vent without interrupting them.

Acknowledge customer’s pain

During this phase, CSRs need to acknowledge they heard customers and “feel” their pain.

Paraphrasing the problem back to a customer says you’ve done that. It also makes sure everyone is on the same page. If CSRs don’t fully understand the issue, they may end up providing the wrong solutions. Saying something like “I’m sorry you had to call us to deal with this issue” also helps.

Offer alternative solutions

If the issue is merely an oversight on the customer’s part, no remedy is needed.

But if the situation is the company’s fault or a product or service fails, you may need to offer alternative solutions.

Resolution is critical.

In this case, the customer not only didn’t get what he or she wanted but also were inconvenienced. That’s a bad combination no matter how you look at it. Going above and beyond by resolving the issue and offering a free product or service, a special coupon, or a gift voucher goes a long way with customers.

Execute/Follow-up

After agreeing on a solution, CSRs need to execute. Then, you need to follow up. That ensures that customers end up happy with the resolution and are satisfied with the outcome. If they’re not, then customer service people need to find a way to satisfy them.

Understanding these phases of a successful issue resolution is crucial when dealing with unhappy customers. It’s the “secret sauce” to keep buyers happy.

Extra: Be prepared

In addition to this approach, you may want to have some prepared responses to seven stock questions customers ask. They’re questions that almost every company gets:

• Why don’t you have it in stock?
• Why didn’t you or your company tell its customers?
• Why did I pay less the last time I was here?
• Can I have a refund because of this problem?
• You did it last time I was here?
• You said the problem/product was fixed?
• You said you’d call me when the problem was fixed.

Providing stock responses to these questions not only helps customer care people follow company guidelines but also keeps customers happy.

How to Handle Customer Service Issues: 9 Steps

Problem-solving often seems straightforward, but that’s not always the case. Sometimes, it’s complicated. Having workers well-versed in problem-solving skills and techniques for customer care representatives helps. Approaching issues in a systematic way simplifies the problem-solving process.

Below is a 9-step process that can help CSRs resolve even the most complex customer service issues:

Identify the problem

The key to doing this is to ask the right questions. Below are some customer service problem-solving interview questions:

• What is this call really about?
• Is there an underlying issue causing the problem the customer isn’t aware of?
• What does the customer want us to do?
• Is the issue being made worse by a known problem or bug?
• Is this issue identifying a repeated customer service problem or is it a new issue?

These questions can help CSRs pinpoint the real problem. It’s not always what customers think. Acknowledging the customer’s pain, as we said above, also helps.

Find out what customers need

Try to understand how customers see the issues involved and try to get a solid understanding of his or her needs. If appropriate, ask customers what they’ve done to resolve the issue.

Find out how the issue impacts the customer

Understanding how an issue affects a customer is crucial. It helps CSRs not only connect with the customer but also prioritize tasks.

Clearly define the root of the problem

Having identified the problem in steps 1 to 3, you now need to understand what caused the problem. By identifying the cause of the problem, you will have a better idea of how to solve it. Also, you will know how to avoid a simialr problem in the future.

Produce possible solutions

Knowing the problem, your customer care person needs to start brainstorming solutions. They also need to find out what solutions other co-workers may have used to solve the problem. CSRs can then generate a list of potential solutions.

Evaluate each solution and pick the best

Evaluate all the solutions. Decide if you have the resources to implement it, how much the solution costs, how long it will take to execute it, will it resolve the issue, and if it follows company policy.

Plan the solution’s implementation

Some solutions are easy to execute. Others are harder. For harder solutions, think about who will execute the solution, what will it costs, when and where you will execute it, and how will it be implemented. Also, double check out the benefits of the solution.

Discuss the solution with customers

Having nailed down the solution’s details, discuss it with the customer. Walk through it with him or her step by step and ask for feedback. Be ready to adjust the plan. Execute the solution — After the customer approves the solution, it’s time to execute it. Follow up to certify the progress of the solution, that you’re meeting any deadlines and where you stand with the budget. Re-work your plan, if necessary.

Analyze the results

Having finished the implementation, analyze the results. Use quantitative and qualitative data, if available. Can you improve the solution? Also, ask the customer if the resolution met their expectations. That’s critical.

This ten-step process may seem a bit much for call center agents, technical support people, and customer care representatives to tackle. But using it works.

Having customer care people go through it step by step helps your CSRs quickly resolve customer issues the first time that customers call. Track resolution time to see how your CSRs are doing.

Resolving issues when customers contact your business keeps them happy.

Happy customers buy more, generate positive word-of-mouth advertising, and create outstanding online referrals. On average, a happy customer tells nine people about their experience with you.

Keeping customers happy is the secret to boosting customer loyalty, increasing profitability, and differentiating you from competitors. Doing those things can take your company to the next level.

Unicom Teleservices

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21 Key Customer Service Skills (and How to Develop Them)

It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you’ll lose customers.

The good news: It’s not impossible to turn things around. Transforming your customer service from mediocre to great won't happen overnight, though. It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization.

This is a chapter in our  Ultimate Guide to Running a Customer Service Team . When you're ready, check out the other chapters:

Chapter 1 – 21 Key Customer Service Skills (and How to Develop Them)

Chapter 2 – 13 Response Templates for Tricky Customer Service Emails

Chapter 3 – 12 Customer Service Phrases to Use (+ 8 You Should Avoid)

Chapter 4 – 10 Ways to Deliver Consistently Great Customer Service

Chapter 5 – 47 Pro Tips on How to Talk to Customers

Chapter 6 – 107 Customer Service Statistics and Facts You Shouldn't Ignore

Chapter 7 – Go-To Scripts for 16 Tricky Customer Service Scenarios

Chapter 8 – The 16 Best Customer Service Software Platforms for 2024

Chapter 9 – Customer Feedback: Why It’s Important + 7 Ways to Collect It

Chapter 10 – How to Set Customer Service Goals (+ 9 Example Goals)

Chapter 11 – Customer Appreciation Ideas: 17 Ways to Thank Customers

Chapter 12 – 4 Customer Success Plan Templates and How to Use Them

What is customer service?

Customer service is the act of providing support to both prospective and existing customers. Customer service professionals commonly answer customer questions through in-person, phone, email, chat, and social media interactions and may also be responsible for creating documentation for self-service support.

Organizations can also create their own definitions of customer service depending on their values and the type of support they want to provide. For example, at Help Scout, we define customer service as the act of providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.

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Why is customer service important?

When 86% of customers quit doing business with a company due to a bad experience, it means that businesses must approach every support interaction as an opportunity to acquire, retain, or up-sell.

Good customer service is a revenue generator. It gives customers a complete, cohesive experience that aligns with an organization’s purpose.

According to a variety of studies , U.S. companies lose more than $62 billion annually due to poor customer service management , and seven out of 10 consumers say they’ve spent more money to do business with a company that delivers great service.

Understanding that customer service is the cornerstone of your customer experience helps you leverage it as an opportunity to delight customers and engage them in new, exciting ways.

What are the principles of good customer service?

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

Personalized: Good customer service always starts with a human touch. Personalized interactions greatly improve customer service and let customers know that your company cares about them and their problems. Instead of thinking of service as a cost, consider it an opportunity to earn your customer’s business all over again.

Competent: Consumers have identified competency as the element that plays the biggest role in a good customer experience. To be competent, a customer support professional must have a strong knowledge of the company and its products, as well as the power to fix the customer’s problems. The more knowledge they have, the more competent they become.

Convenient: Customers want to be able to get in touch with a customer service representative through whichever channel is the most convenient for them. Offer support through the channels of communication your customers rely on most, and make it easy for customers to figure out how to contact you.

Proactive: Customers want companies to be proactive in reaching out to them. If one of your products is backordered or your website is going to experience downtime, proactively reach out to your customers and explain the problem. They may not be happy about the situation, but they will be thankful that you kept them in the loop.

By building your customer service strategy around these four main principles, you'll create a positive, hassle-free customer experience for everyone who deals with your company.

Customer service tips by business type and industry

B2B customer service

B2C customer service

SaaS support

Customer service in healthcare

Startup customer service

Customer service in education

Financial services customer service

Small business customer service

Customer service in nonprofit organizations

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21 key customer service skills

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is your customer service team . It's important to hire people who genuinely want to help your customers succeed — and to pay rates that are attractive to skilled professionals.

Finding the perfect hire for a support team can be challenging. No particular checklist of job experiences and college diplomas adds up to the perfect candidate. Instead, you’re looking for qualities that can’t necessarily be taught.

These folks thrive on one-on-one interactions within their community. They love problem solving. They’re warm, approachable, and great at teaching other people how things work.

Here are the 21 customer service skills that every support professional should seek to develop and every leader should look for when hiring new team members.

Foundations of Great Service

Discover the tools and techniques used by high-performing customer service organizations in our free, six-part video course.

1. Problem solving skills

Customers do not always self-diagnose their issues correctly. Often, it’s up to the support rep to take the initiative to reproduce the trouble at hand before navigating a solution. That means they need to intuit not just what went wrong, but also what action the customer was ultimately after.

A great example? If somebody writes in because they’re having trouble resetting their password, that’s ultimately because they want to log into their account.

A good customer service interaction will anticipate that need and might even go the extra mile to manually perform the reset and provide new login details, all while educating the customer on how they can do it for themselves in the future.

In other situations, a problem-solving pro may simply understand how to offer preemptive advice or a solution that the customer doesn’t even realize is an option.

2. Patience

Patience is crucial for customer service professionals. After all, customers who reach out to support are often confused and frustrated. Being listened to and handled with patience goes a long way in helping customers feel like you’re going to alleviate their current frustrations.

It’s not enough to close out interactions with customers as quickly as possible. Your team has to be willing to take the time to listen to and fully understand each customer’s problems and needs.

3. Attentiveness

The ability to truly listen to customers is crucial to providing great service for a number of reasons. Not only is it important to pay attention to individual customers’ experiences, but it’s also important to be mindful and attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling that your software’s dashboard isn’t laid out correctly. Customers aren’t likely to say, “Please improve your UX,” but they may say things like, “I can never find the search feature” or “Where is (specific function), again?”

You have to be attentive to pick up on what customers are telling you without directly saying it.

4. Emotional intelligence

A great customer support representative knows how to relate to anybody, but they’re especially good with frustrated people. Instead of taking things personally, they intuitively understand where the other person is coming from and they know to both prioritize and swiftly communicate that empathy.

Think about it: How often have you felt better about a potential grievance simply because you felt immediately heard by the other person involved?

When a support rep is able to demonstrate sincere empathy for a frustrated customer, even just by reiterating the problem at hand, it can help to both placate (the customer feels heard) and actively please (the customer feel validated in their frustration).

5. Clear communication skills

Your customer support team is on the front lines of problem solving for the product itself, and serves as a kind of two-pronged bullhorn.

On one side, they’ll be the voice of your company to your customers. That means they have to have a practiced grasp on how to reduce complex concepts into highly digestible, easily understood terms.

On the other, they’ll represent the needs and thoughts of customers to your company. For example, it doesn’t behoove the customer to receive a long- winded explanation on the ins-and-outs of solving a particular bug.

The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration. The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt.

6. Writing skills

Good writing means getting as close to reality as words will allow. Without an ounce of exaggeration, being a good writer is the most overlooked, yet most necessary, skill to look for when it comes to hiring for customer support.

Unlike face-to-face (or even voice-to-voice) interactions, writing requires a unique ability to convey nuance. How a sentence is phrased can make the difference between sounding kind of like a jerk (“You have to log out first”) and sounding like you care (“Logging out should help solve that problem quickly!”).

Good writers also tend to use complete sentences and proper grammar — qualities that subtly gesture toward the security and trustworthiness of your company.

Even if your company offers support primarily over the phone, writing skills are still important. Not only will they enable your team to craft coherent internal documentation, they signify a person who thinks and communicates clearly.

7. Creativity and resourcefulness

Solving the problem is good, but finding clever and fun ways to go the extra mile — and wanting to do so in the first place — is even better.

It takes panache to infuse a typical customer service exchange with memorable warmth and personality, and finding a customer service rep who possesses that natural zeal will take your customer service out of “good enough” territory and straight into “tell all your friends about it” land.

Chase Clemons at Basecamp advises the following:

“You want to have somebody who you don’t have to give a lot of rules and regulations to. You want to have somebody who is talking to a customer and understands ‘Their boss is really yelling at them today. This person is having a really bad day. You know what? I’m going to send them some flowers to brighten things up.’ That’s not really something you can teach. They have to go the extra mile naturally.”

8. Persuasion skills

Oftentimes, support teams get messages from people who aren’t looking for support — they’re considering purchasing your company’s product.

In these situations, it helps to have a team of people with some mastery of persuasion so they can convince interested prospects that your product is right for them (if it truly is).

It’s not about making a sales pitch in each email, but it is about not letting potential customers slip away because you couldn’t create a compelling message that your company’s product is worth purchasing!

9. Ability to use positive language

Effective customer service means having the ability to make minor changes in your conversational patterns. This can truly go a long way in creating happy customers.

Language is a crucial part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use.

For example, let’s say a customer contacts your team with an interest in a particular product, but that product happens to be back-ordered until next month.

Responding to questions with positive language can greatly affect how the customer hears the response:

Without positive language: “I can’t get you that product until next month; it is back-ordered and unavailable at this time.”

With positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse.”

The first example isn’t negative per se, but the tone it conveys feels abrupt and impersonal and could be taken the wrong way by customers — especially in email support when the perception of written language can skew negative .

Conversely, the second example is stating the same thing (the item is unavailable), but it focuses on when and how the issue will be resolved instead of focusing on the negative.

10. Product knowledge

The best customer service professionals have a deep knowledge of how their companies’ products work. After all, without knowing your product from front to back, they won’t know how to help when customers run into problems.

All new Help Scout employees, for example, are trained on customer support during their first or second week on the job; it’s a critical component of our employee onboarding process.

According to Help Scout's Elyse Roach, “Having that solid product foundation not only ensures you’ve got the best tricks up your sleeve to help customers navigate even the most complex situations, it also helps you build an understanding of their experience so that you can become their strongest advocate.”

Mitigating gaps in product knowledge

It takes time for team members to build up their product knowledge. And if you have a very complex product, it may take your team members years to learn every one of its ins and outs. However, the right customer support tool can help you mitigate those gaps in product knowledge.

For example, with  Help Scout , you can:

Create a database of saved replies that support agents can use to answer frequently asked how-to questions about your product.

Search your help center articles and insert links to them in responses without ever leaving the conversation view.

Set up automated workflows that attach helpful internal notes to conversations with instructions on how to reply.

Search all previously sent responses by keyword, tag, and more to see if someone else on the team has already answered the question.

Whether you're using Help Scout or one of its alternatives , make sure you browse the features available to help your teams deliver exceptional customer service.

11. Acting skills

Sometimes your team is going to come across people who you’ll never be able to make happy.

Situations outside of your control (such as a customer who's having a terrible day) will sometimes creep into your team's usual support routine.

Every great customer service professional needs basic acting skills to maintain their usual cheery persona in spite of dealing with people who are just plain grumpy.

12. Time management skills

On the one hand, it’s good to be patient and spend a little extra time with customers to understand their problems and needs. On the other hand, there is a limit to the amount of time you can dedicate to each customer, so your team needs to be concerned with getting customers what they want in an efficient manner.

The best customer service professionals are quick to recognize when they can't help a customer so they can quickly get that customer to someone who can help.

13. Ability to read customers

It's important that your team understands some basic principles of behavioral psychology in order to read customers' current emotional states. As Emily Triplett Lentz writes:

“I rarely use a smiley face in a support email when the customer’s signature includes ‘PhD,’ for example. Not that academics are humorless, it's just that :) isn’t likely to get you taken seriously by someone who spent five years deconstructing utopian undertones in nineteenth-century autobiographical fiction.”

The best support pros know how to watch and listen for subtle clues about a customer's current mood, patience level, personality, etc., which goes a long way in keeping customer interactions positive.

14. Unflappability

There are a lot of metaphors for this type of personality — “keeps their cool,” “staying cool under pressure,” and so on — but it all represents the same thing: The ability some people have to stay calm and even influence others when things get a little hectic.

The best customer service reps know that they can’t let a heated customer force them to lose their cool. In fact, it is their job to try to be the “rock” for customers who think the world is falling apart as a result of their current problems.

15. Goal-oriented focus

Many customer service experts have shown how giving employees unfettered power to “wow” customers doesn’t always generate the returns many businesses expect to see. That’s because it leaves employees without goals, and business goals and customer happiness can work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with guidelines for their employees that allow plenty of freedom to handle customers on a case-to-case basis, but also leave them priority solutions and “go-to” fixes for common problems.

16. Ability to handle surprises

Sometimes, customers are going to throw your team curveballs. They'll make a request that isn't covered in your company guidelines or react in a way that no one could have expected.

In these situations, it's good to have a team of people who can think on their feet. Even better, look for people who will take the initiative to create guidelines for everyone to use in these situations moving forward.

17. Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk (positively) about.

The most memorable customer service stories out there — many of which had a huge impact on the business — were created by a single employee who refused to just follow the standard process when it came to helping someone out.

18. Closing ability

Being able to close with a customer as a customer service professional means being able to end the conversation with confirmed customer satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).

Getting booted before all of their problems have been addressed is the last thing that customers want, so be sure your team knows to take the time to confirm with customers that each and every issue they had was entirely resolved.

19. Empathy

Perhaps empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill. But since empathy can be learned and improved upon , we’d be remiss not to include it here.

In fact, if your organization tests job applicants for customer service aptitude, you’d be hard pressed to look for a more critical skill than empathy.

That’s because even when you can’t tell the customer exactly what they want to hear, a dose of care, concern, and understanding will go a long way. A support rep’s ability to empathize with a customer and craft a message that steers things toward a better outcome can often make all the difference.

20. A methodical approach

In customer service, haste makes waste. Hiring deliberate, detail-oriented people will go a long way in meeting the needs of your customers.

One, they’ll be sure to get to the real heart of a problem before firing off a reply. There’s nothing worse than attempting a “solution,” only to have it miss the mark entirely on solving the actual issue.

Two, they’ll proofread. A thoughtfully written response can lose a lot of its problem-solving luster if it’s riddled with typos.

Three, and this one may be the most important, it means they’ll regularly follow up. There’s nothing more impressive than getting a note from a customer service rep saying, “Hey! Remember that bug you found that I said we were looking into? Well, we fixed it.” That’s a loyal, lifetime customer you’ve just earned.

An important side note: The best hires are able to maintain their methodical grace under regular fire.

Since the support team is often tasked with the tough work of cleaning up other people’s messes, it’s especially important they understand how not to internalize the urgency — and potential ire — of frustrated customers. Instead, they know how to keep a cool head and a steady, guiding hand.

21. Willingness to learn

While this is probably the most general skill on this list, it’s also one of the most important. After all, willingness to learn is the basis for growing skills as a customer service professional.

Your team members have to be willing to learn your product inside and out, willing to learn how to communicate better (and when they're communicating poorly), willing to learn when it’s okay to follow a process — and when it’s more appropriate to choose their own adventures.

Those who don’t seek to improve what they do — whether it’s building products, marketing businesses, or helping customers — will get left behind by the people who are willing to invest in their own skills.

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What if someone on your team is lacking these skills?

What if you're leading a team of support professionals who aren't open to improving their approach to customer service? What if they lack the skills above and don't seem to be interested in developing them? Help Scout's Mathew Patterson has a solution:

Often, the root cause of what could be perceived as a lack of skill or unwillingness to learn is the result of a work environment (current or prior) that didn't reward going above and beyond to provide excellent service.

Try providing your team with some clear guidelines for what you expect and some examples of what great customer service looks like at your company in a way that brings to bear all of these skills, and as you do it, make sure that you're celebrating those small wins as you see people starting to use these skills.

Once your team starts to see that their efforts are being acknowledged and rewarded, you'll have people start to get more engaged, and you'll have a clearer picture of whether or not there are actually people on your team who have real skill gaps that you need to work on.

The evolution of customer service

As Seth Godin wrote , customer service means different things to different organizations, but things aren’t going to end well for the companies who simply see customer service as a “cost-cutting race to the bottom.”

The bottom line: Great customer service is a growth center, not a cost center. It’s really that simple.

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11 Essential Customer Service Skills & How to Develop Them

February 1, 2024   •   9 min read

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Evidently, the list of customer service skills to grow in your workforce is dynamic and evolving. One can never be sure they have it all when it comes to delighting customers with stellar support while maintaining operational excellence and controlling costs. 

That being said, there is a definitive list of essential customer support skills identified after processing volumes of customer feedback to gauge what qualities customers value in support reps.  And we are sharing the list in this comprehensive article, along with proven tips to develop these skills in record time. Let’s get started.  

What are customer service skills?

Why is it important to have good customer service skills , 11 customer service skills essential to survive and thrive , 6 tips to hone your customer service skills , create delightful customer service experiences with sprinklr .

Customer service skills are a combination of interpersonal abilities, communication techniques and problem-solving competencies that individuals possess to effectively and positively engage with customers.  

These skills are essential in providing satisfactory service experiences, addressing customer needs and maintaining a positive relationship between the customer and the business.  

Let us look at some examples of customer service skills worth exercising: 

Empathy : Expressing sympathy and understanding when a customer faces challenges with a product or service. 

Effective communication : Providing concise and easy-to-understand instructions or explanations to customers. 

Problem-solving : Resolving a customer's complaint by offering alternatives or taking immediate corrective actions. 

Top-tier customer service skills are the linchpin of a successful and sustainable business, influencing critical aspects such as customer retention, brand perception and revenue.

Improved customer retention  

Loyal customers purchase repeatedly and recommend actively. Customers who experience exceptional service are more likely to become loyal patrons. The art of active listening, empathy and effective problem-solving creates a positive customer experience, fostering a connection beyond the initial transaction.  

You can improve customer loyalty and customer retention , building a solid foundation for long-term success by consistently delivering outstanding customer service . 

Enhanced brand perception  

Beyond individual transactions, good skills in customer service contribute significantly to a brand's overall presence in the market. Satisfied customers become enthusiastic brand advocates , sharing their positive experiences with friends, family and through online platforms. This word-of-mouth marketing is a potent force that amplifies brand visibility.  

A positive reputation for exceptional service sets a brand apart from the competition, creating a favorable image that lingers in the minds of consumers.

Also Read: 5 Steps to Build Brand Equity Using AI-Driven Insights

Organic customer acquisition

A brand known for its commitment to customer satisfaction stands out in a sea of options. Positive testimonials and reviews from existing customers act as powerful endorsements, influencing potential customers' decisions. The positive reputation created by exceptional service becomes a valuable asset, drawing the attention of individuals actively seeking reliable and customer-centric businesses.  

Thus, good customer service skills retain the existing customer base and serve as a beacon, attracting new customers and contributing to sustained business growth.

Customer service skills are pivotal in creating an environment where customers receive assistance and feel understood, respected and satisfied. Such skills collectively build strong, lasting relationships between customers and the business. Let's explore the top 11 skills you can hone to make service interactions a delight for your customers:

1. Empathy 

A PwC consumer intelligence report reveals that 64% of U.S. customers feel brands neglect the human touch in customer experience, of which customer service is a key pillar. 

Customer empathy allows support agents to connect emotionally with customers. This emotional connection fosters trust and loyalty, making customers feel valued and heard. 

When a customer expresses frustration with a product issue, respond empathetically, saying, "I understand how frustrating this must be. Let's work together to find a solution."  

Read More: How to Show Empathy in Customer Service: Learn from Experts  

2. Clear communication 

Clear communication is a powerful way to guide customers toward desired actions. It involves presenting information and influencing decisions clearly and distinctly. This skill clarifies product functions and features, increases customer trust and enhances customer satisfaction. 

Use clear communication to address customer queries smoothly. Try suggesting additional products by highlighting their benefits and how they complement the customer's initial purchase. 

3. Adaptability 

Adaptability takes the front seat in enabling support agents to tailor their approach to different customer needs and diverse situations. It ensures that customers receive personalized and effective assistance, regardless of the challenges. 

Adapt communication styles based on the customers’ preferences and the customer service channels they use for communication, whether they prefer detailed emails or snappy chats. 

Learn More: 13 Golden Rules for Customer Service Email Etiquette  

4. Impulse control 

Impulse control is vital in maintaining professionalism and composure, especially in emotionally charged customer service scenarios . It prevents hasty reactions that could escalate issues. By exercising impulse control, support agents contribute to a positive customer experience, even when faced with difficult or irate customers. 

When faced with an irate customer, practice impulse control by taking a deep breath before responding, ensuring a calm and collected demeanor. 

Be a Pro: Effective Tips to Handle Angry Customers  

5. Accountability 

Accountability fosters customer trust. When support agents take ownership of mistakes or issues, customers appreciate the transparency. This builds credibility and shows a commitment to resolving problems, ultimately strengthening the customer-business relationship. 

If a service error occurs, admit the mistake, apologize and outline the steps to rectify the situation.  

6. Active listening  

The practice of active listening improves customer engagement . By genuinely listening to customers, support agents gain a deep understanding of their needs and concerns. This facilitates accurate problem-solving and demonstrates to customers that their opinions are valued. 

During a support call,  

listen attentively to the customer's concerns 

repeat key points to show understanding 

ask clarifying questions 

7. Time management  

Handling one of the ten most demanding jobs worldwide is not a cakewalk; we acknowledge this fact. Time management can help cope with the stress and also ensure timely responses to customer inquiries. Quick and efficient resolutions contribute to customer satisfaction, preventing frustration due to delays. Proper time management is key to meeting service level expectations and maintaining a positive customer experience. 

Set realistic timelines for issue resolutions, factoring in the service level agreement (SLA) agreed upon with the client as well as your personal challenges. 

8. Technical knowledge  

Technical knowledge instills confidence in agents. Support agents can provide accurate information and effective solutions when they deeply understand products or services. This resolves issues promptly and enhances the customer's perception of the brand's expertise. 

Demonstrate technical knowledge by guiding customers through troubleshooting steps or explaining product features. Accelerate issue resolution by creating a knowledge base for your customers and employees.   

9. Positive attitude 

A positive attitude is contagious and sets the tone for positive customer interactions. It transforms challenges into opportunities, creating a more pleasant experience for customers and support agents. Positivity contributes to a nurturing and supportive customer service environment. 

Approach customer interactions enthusiastically, expressing genuine interest in assisting and resolving issues. 

Editor’s Pick: Tips to Become a Happier, More Positive Call Center Agent  

10. Professional language 

Professional language is essential for creating clear and respectful communication. It ensures that customers receive information understandably and appropriately. Using industry-appropriate language and acceptable customer service phrases builds credibility and maintains a high standard of customer service. 

Communicate using industry-appropriate language, avoiding jargon and tailor your tone to match the formality desired by the customer. 

Also Read: 3 Important Qualities of Customer Service  

11. Patience 

Patience is a virtue that prevents frustration, both for support agents and customers. It allows agents to navigate complex issues calmly and ensure customers feel heard and valued, even in prolonged or challenging interactions. Patience is key to providing thorough and effective customer support. 

Practice patience during lengthy support interactions, reassuring customers that their concerns are a priority. 

Now that you are well versed in the top customer service skills, let us explore some tips to fast-track your upskilling efforts. 

1. Never lose composure in tense situations  

By immersing yourself in the customer's perspective, understanding their emotions and responding with genuine concern, you create a connection that transcends the transactional.  

For instance, a customer is frustrated and demands a quick resolution. Say, “I understand you have a tight schedule. I will try my best to resolve the inconvenience quickly.”  

Interesting Read: Understanding the Science of Emotions Makes You Better at Customer Experience  

2. Be selective in your word choices  

Positivity in customer service is a potent elixir that shapes the tone of interactions. Choosing words carefully and framing responses tactfully creates an atmosphere that nurtures goodwill.  

For instance, instead of saying, "I can't help you with that," opt for, "Let me explore alternative solutions for you." This maintains a positive vibe and assures customers that their opinions are valued, contributing to a positive experience. 

3. Become aware of your triggers  

Patience is paramount in customer service, and self-awareness is the key to maintaining it. By identifying personal triggers that might provoke frustration, you equip yourself to respond calmly in challenging situations.  

For example, if faced with a demanding customer, take a moment to breathe and respond thoughtfully. This ensures that patience prevails, leading to more constructive resolutions and positive customer interaction. 

4. Prioritize clarity above persuasion  

Clear communication is an effective workplace skill . It emphasizes providing information transparently rather than attempting to persuade. Prioritizing clarity ensures customers comprehend the information being conveyed.  

For example, when explaining a product feature, use simple and direct language to ensure the customer understands the information presented clearly. 

5. Ask questions to arrive at accurate resolutions  

Elevating customer service to a personalized level involves engaging customers through thoughtful questioning. This not only demonstrates interest but also allows for tailored assistance.  

For instance, instead of assuming a customer's needs, ask open-ended questions like, "What specific features are you looking for in a product?"   

This encourages customers to share relevant information, enabling a more personalized and effective service. 

Need more inspiration? Check out these customer service tips to boost your CSAT  

To summarize, skilled agents can differentiate good customer service from excellent customer service that lingers in the customer’s psyche for a long time. Ongoing training and coaching can build a culture of upskilling and learning that is mutually satisfying for the company, customers and agents. 

To level up your customer service game, leverage a technological solution like Sprinklr Service that offers an AI-powered quality management module and integrated live coaching for customer service agents and managers. Built atop a super-powerful AI layer, Sprinklr scores agent skills objectively on technical and soft skills, benchmarking against the team and industry standards while recommending improvements tailored to each agent’s skill gaps. 

Sound unbelievable? Take Sprinklr Service for a free spin and witness results firsthand! 

START MY FREE TRIAL

Frequently Asked Questions

Yes, customer service skills can be learned and improved over time through training, practice and feedback. Effective communication, empathy and problem-solving are key components that can be developed through continuous learning and experience. 

AI-powered quality management tools like Sprinklr Service offer live coaching and individualized recommendations to fill skill gaps and transform your customer service agents into top performers. 

Businesses assess customer service skills in their teams through customer feedback, performance metrics and evaluations. They may use customer satisfaction surveys, monitoring interactions, and performance reviews to measure communication, problem-solving and empathy skills. 

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Article Author

Bishakh Dutta

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In today's highly competitive business landscape, delivering exceptional customer service is more important than ever.

With so many options available to consumers, businesses need to ensure they are providing a high level of service to stand out from the competition.

To do this, customer service representatives must possess a range of important customer service skills. From patience and problem-solving to multitasking, I've compiled a list of 25 skills of exceptional customer service .

These skills are the foundation upon which customer satisfaction and loyalty are built.

In this article, we will explore some of the most important customer service skills that every representative should possess to provide excellent service and drive business success.

1. Active listening

Active listening is a crucial component of good customer service. It involves fully concentrating on what the customer is saying, both verbally and non-verbally, and seeking to understand their perspective.

By actively listening, customer service representatives can better identify and address the customer's needs and concerns.

One important technique for active listening is to focus on the speaker and avoid distractions . This means avoiding multitasking while on the phone or in-person with a customer, and making eye contact and nodding to show that you are engaged in the conversation.

Another technique is to ask clarifying questions to ensure that you have a clear understanding of the customer's needs. This not only helps to ensure that you are addressing the customer's concerns effectively but also demonstrates to the customer that you are actively listening and taking their concerns seriously.

Reflecting on what the customer has said is also an effective active listening technique. This involves paraphrasing what the customer has said to show that you understand their perspective and to clarify any misunderstandings.

2. Problem-solving

Customer complaints and issues are inevitable, and how they are handled can significantly impact customer satisfaction and loyalty.

Effective problem-solving involves a number of steps. The first step is to identify the issue and gather all relevant information. This may involve asking the customer questions or conducting research to better understand the problem.

Once the issue has been identified, it is important to remain calm and professional , even if the customer is upset or frustrated. Using positive language and acknowledging the customer's feelings can help to diffuse the situation and build trust.

The next step is to work collaboratively with the customer to identify potential solutions. This may involve offering alternatives or suggesting compromises. It is important to be flexible and open to different solutions , as this can help to demonstrate that the customer's needs are being taken seriously.

After identifying a solution, it is crucial to honor any commitments made. This can involve taking appropriate action to address the issue or following up with the customer to confirm their satisfaction with the resolution.

3. Communication skills

Clear and concise communication is essential in building trust, managing expectations, and resolving issues.

When communicating with customers, it is important to use language that is easily understood. This may involve avoiding technical jargon or industry-specific terminology and using simple, straightforward language.

Both verbal and written communication skills are important in good customer service. Verbal communication involves speaking clearly and actively listening to the customer. It is important to use a friendly and welcoming tone and to avoid speaking too quickly or too slowly.

Written communication skills are equally important, particularly in the age of digital communication. This includes skills such as grammar, spelling, and punctuation, as well as the ability to convey information in a clear and concise manner.

It is important to take the time to review emails, chat messages, and other forms of written communication to ensure that they are error-free and effectively convey the intended message.

4. Product knowledge

Having a strong understanding and knowledge of the products or services offered is a critical component of good customer service. It helps customer service representatives to effectively assist customers with questions and concerns, and can improve customer satisfaction and loyalty.

Product knowledge involves having a deep understanding of the features, benefits, and limitations of the products or services offered by the company. This includes understanding how the product works, its intended use, and any associated policies or procedures.

When interacting with customers, having a strong customer service skills and a good product knowledge allows customer service representatives to provide accurate information and address questions and concerns more efficiently.

This can help to build trust and increase customer confidence in the company and its products or services.

5. Patience

Patience is an important interpersonal skill that can be developed and improved with practice. It involves the ability to remain calm and composed, even in challenging or frustrating situations.

In customer service, patience is essential in dealing with customers who may be upset or difficult to work with. By maintaining a positive attitude and demonstrating patience, customer service representative can help to de-escalate tense situations and work towards a positive resolution.

Patience can also help to build trust and credibility with customers. By taking the time to listen to their concerns and being patient in finding a solution, customer service team can show that they value their customers and are committed to providing excellent service.

There are a number of techniques that can help to manage frustration and maintain patience in customer service.

These may include:

• taking deep breaths,
• focusing on positive outcomes,
• and practicing active listening.

By staying focused on the customer's needs and remaining patient, customer service professionals can create a more positive experience for both the customer and themselves.

Among the crucial soft skills, empathy is one of the most important. It is the capacity to put oneself in the customer's shoes and understand their situation from their perspective.

Empathy is important in customer service as it can help to build a positive and lasting relationship with customers.

When customers feel that they are being heard and understood, they are more likely to feel valued and satisfied with the service they receive. It can also help to defuse tense or difficult situations and create a more positive outcome for all involved.

In order to demonstrate empathy, customer service agents must actively listen to their customers and try to understand their perspective. This involves being patient, asking questions, and showing genuine concern for their situation.

7. Adaptability

Adaptability is the ability to adjust and respond to different situations and customers. It is the capacity to be flexible and open-minded in finding solutions to customer issues.

In customer service, adaptability is important as it allows customer service representatives to respond effectively to the diverse needs and expectations of customers. By adapting to different situations and customers, customer service representatives can build stronger relationships with their customers and create a more positive and satisfying experience for them.

Adaptability also enables customer service representatives to find creative and innovative solutions to customer problems.

By being flexible and open-minded, customer service reps can develop new approaches and strategies to meet the unique needs and challenges of each customer. This, in turn, results in excellent customer service.

8. Attention to detail

Paying attention to detail is important in customer service as it can help to ensure that customer needs are met effectively and efficiently.

By being detail-oriented, customer service representatives can provide accurate and reliable information to customers, avoid mistakes and misunderstandings, and ensure that customer complaints and issues are resolved thoroughly and promptly.

Techniques for improving attention to detail include:

• taking detailed notes during customer interactions,
• reviewing and double-checking information,
• and asking clarifying questions to ensure understanding.

It is also important to develop strong organizational and interpersonal skills to manage multiple tasks and customer interactions effectively.

By paying close attention to details, customer service representatives can provide accurate and reliable information to customers, avoid mistakes and misunderstandings, and ensure that customer needs are met effectively and efficiently.

9. Conflict resolution

Excellent customer service skills must include conflict resolution, which is the ability to navigate difficult situations and find mutually satisfactory solutions that meet the needs of both the customer and the business.

Effective conflict resolution is essential in customer service as it can help to build strong customer relations , increase customer loyalty, and enhance the reputation of the business. Good customer service skills in conflict resolution require customer service representatives to be patient, empathetic, and skilled at communication and problem-solving.

Techniques for resolving conflicts with customers include active listening to understand the customer's perspective, acknowledging and empathizing with their feelings, and working collaboratively with the customer to find a mutually beneficial solution.

It is also important to remain calm and professional during conflict resolution interactions and to follow up with customers to ensure their satisfaction.

10. Time management

The ability to prioritize tasks, organize work schedules, and manage time effectively to ensure that customer needs are met promptly and efficiently is yet another important skill.

Time management skills are essential in customer service as it can help to increase productivity, reduce stress, and improve the quality of customer interactions . By managing time effectively, customer service reps can ensure that customer inquiries are addressed promptly, issues are resolved quickly, and follow-up is provided when necessary.

How to become better at time management? Some ideas to consider include:

• setting clear priorities and goals,
• planning and organizing work schedules,
• eliminating distractions,
• delegating tasks when appropriate,
• using technology to streamline processes,
• and taking breaks to recharge and refocus.

If you think about relevant skills in customer service, then time management should definitely be one of them.

11. Multitasking

Multitasking is a vital customer service skill that involves juggling multiple tasks while providing excellent customer service. It is the ability to manage several tasks and responsibilities simultaneously while maintaining a high level of quality in great customer service interactions.

Effective multitasking skills are essential in customer service as it can help to increase efficiency, reduce wait times, and improve the overall customer experience .

By managing multiple tasks effectively, customer service representatives can ensure that customer inquiries are addressed promptly, issues are resolved quickly, and follow-up is provided when necessary.

Techniques for effective multitasking include setting priorities, using task lists and reminders, and breaking larger tasks into smaller, more manageable ones. It is also important to stay organized and focused, avoid distractions, and seek help when necessary.

12. Positive attitude

Maintaining a positive attitude is crucial in customer service as it can greatly impact the customer service experience.

When agents are positive towards customers, they create a positive first impression and help to put customers at ease. They are more likely to engage in positive interactions, listen actively to customers, and offer appropriate solutions to their problems.

Developing a positive mindset, practicing empathy, and maintaining a sense of humor are a few techniques for maintaining a positive attitude. It is also essential to stay professional, remain calm under pressure, and avoid negative language or attitudes.

This approach can create a welcoming and friendly environment, build trust, and establish a rapport with customers that can greatly impact the customer service experience.

13. Persuasion and influence

Persuasion and influence are critical customer service skills that involve convincing customers to take a specific action or change their perception.

What are the techniques you could try? Active listening, understanding the customer's needs and preferences, and tailoring the message to meet their specific situation are just a few examples. It is also important to use positive language, establish credibility, and provide evidence or examples to support recommendations.

The importance of persuasion and influence in customer service lies in the ability to build trust and loyalty with customers, increase customer satisfaction, and improve overall customer experience.

When customer service team can effectively persuade and influence customers, they can provide solutions that meet their needs, address their concerns, and offer a positive customer service experience.

Effective persuasion and influence skills can help customer service representatives to build trust, establish rapport, and provide solutions that meet customers' needs.

14. De-escalation techniques

When customers become upset, it can be challenging to remain calm and professional. However, by using effective de-escalation techniques, customer service representatives can calm the customer down, address their concerns, and find a solution that meets their needs.

Effective de-escalation techniques include acknowledging the customer's concerns, and remaining calm and professional. It is also important to validate the customer's feelings, and offer alternative solutions if necessary.

Additionally, customer service representatives should avoid using negative language , raising their voice, or becoming defensive, which can further escalate the situation.

The importance of de-escalation in customer service lies in the ability to maintain a positive relationship with customers, reduce conflicts, and prevent negative feedback or reviews.

By using effective de-escalation techniques, customer service representatives can provide a positive customer service experience, even in challenging situations.

15. Teamwork

In many cases, customer service reps work in teams, and effective teamwork is critical to ensure that customers receive prompt and satisfactory assistance.

Effective teamwork in customer service involves sharing knowledge and expertise, communicating effectively, and collaborating to find solutions that meet customers' needs.

It is essential to establish clear roles and responsibilities , establish goals and objectives , and work together to achieve them . Effective teamwork also involves being open to feedback, supporting colleagues, and providing constructive feedback to improve performance.

The ability to provide efficient, effective, and high-quality service to customers relies heavily on this skill. By working collaboratively, customer service representatives can leverage each other's strengths and expertise to provide quick and effective solutions to customers' issues.

Teamwork also promotes a positive work environment, which can lead to increased job satisfaction, productivity, and employee retention.

16. Professionalism

Maintaining a professional demeanor with customers is yet another skill customer service professionals should master.

It involves presenting oneself in a polite, respectful, and courteous manner to customers, irrespective of the situation or circumstances.

The importance of professionalism in customer service cannot be overstated. A professional demeanor helps to build confidence and trust with customers , making them more likely to do business with a company in the future. It also helps to establish the reputation of the company as reliable, trustworthy, and customer-focused.

Professionalism in customer service is especially important in situations where customers are frustrated, angry, or dissatisfied. With this skill, customer service representative can de-escalate tense situations and work towards resolving customer issues.

17. Calm under pressure

When dealing with frustrated or upset customers or facing challenging situations, it is easy to become flustered, anxious, or defensive. However, remaining calm under pressure is essential to provide effective customer service.

Calmness under pressure is one of the soft skills that can be developed and improved with practice. You can try deep breaths, focusing on the present moment, and maintaining a positive mindset. Having a clear understanding of the situation and remaining empathetic towards the customer's concerns is also very important.

If you can manage high-pressure situations, de-escalate tense interactions, and provide customers with a positive experience, you are more likely to win or retain customers.

18. Conflict management

Conflict management involves handling disputes or disagreements between team members in a constructive manner, so that everyone can work together effectively to provide excellent customer service. Effective conflict management helps to prevent long-term negative effects on team morale, customer retention, and business success.

One of the key techniques for managing conflicts within the customer service team is to encourage open communication . All team members should feel comfortable sharing their opinions and concerns, without fear of retribution or retaliation. It's important to establish ground rules for communication, such as listening respectfully, avoiding personal attacks, and sticking to the topic at hand.

Another effective technique is to work collaboratively to find a solution. Team members should be encouraged to approach conflicts with a problem-solving mindset , rather than an adversarial one. This can involve brainstorming ideas, evaluating different options, and coming to a mutually agreeable resolution.

Remember that conflicts can arise from misunderstandings or differences in perspective. Active listening and empathy can help team members understand each other's viewpoints and find common ground. By acknowledging and addressing differences in a respectful and constructive manner, conflicts can often be resolved before they escalate.

19. Follow-up skills

After a customer has made a purchase or interacted with a business, following up with them is a great way to show that their satisfaction is important. It also helps to identify potential issues and areas where improvements can be made.

One of the most important aspects of follow-up skills is timeliness. Customers appreciate prompt follow-up after their interaction with a business. This can be in the form of a phone call, email, or even a message through social media. A timely follow-up shows that the business values the customer's time and wants to ensure that their experience was positive.

Another important aspect of follow-up skills is the ability to ask for feedback. Asking customers about their experience with a business can provide valuable insights into areas where improvements can be made. Customer feedback can be used to improve products, services, and overall customer satisfaction.

Effective follow-up also involves making commitments to customers and following through on them. If a customer has an issue that needs to be resolved, following up with them to ensure that the issue has been resolved to their satisfaction is important.

20. Upselling and cross-selling

Upselling and cross-selling are sales techniques that are often used in customer service to increase revenue and improve customer satisfaction.

Upselling involves suggesting a more expensive or premium version of a product or service that a customer is already interested in, while cross-selling involves recommending complementary or related products or services that the customer may also be interested in.

For the customer, these techniques can provide them with a better overall experience by offering them additional options and providing more value for their purchase. For the business, upselling and cross-selling can increase sales revenue and customer loyalty.

Upselling and cross-selling should always be done in a way that is respectful of the customer's budget and preferences. Being too pushy or aggressive can lead to negative customer feedback and hurt the business's reputation.

You should always focus on providing excellent service and meeting the customer's needs, while also offering additional products or services as appropriate.

21. Cultural awareness

In today's global marketplace, cultural awareness is an essential aspect of providing strong customer service.

Customers come from diverse backgrounds, and it's important to recognize and respect cultural differences to provide exceptional service. Cultural awareness involves understanding and appreciating different customs, traditions, and behaviors. This can include being mindful of differences in communication styles, personal space, and religious practices, among others.

By being culturally aware, customer service representatives can avoid misunderstandings and miscommunications , and create positive interactions with customers.

For instance, being aware of cultural differences in communication styles, such as directness and indirectness, can help representatives tailor their approach to meet the needs of customers from different backgrounds.

Similarly, being respectful of personal space and avoiding physical contact can make customers feel more comfortable.

22. Emotional intelligence

Emotional intelligence is the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others. It is one of the most important soft customer service skills.

Having emotional intelligence helps service providers to empathize with customers and understand their needs and concerns . This, in turn, allows them to provide better support and solutions to the customer's problems.

When a customer is upset or frustrated, an emotionally intelligent agent can respond in a calm and supportive manner, which can help to diffuse the situation and resolve the issue more effectively.

Moreover, emotional intelligence allows support reps to manage their own emotions, such as anger or frustration, which can arise in difficult or challenging customer interactions.

By keeping their emotions in check and responding to customers with positivity and empathy, they can maintain professionalism and ensure that the customer's needs are met.

23. Critical thinking

The ability to analyze complex situations, identify potential solutions, and make informed decisions that benefit both the customer and the company is also a very important skill.

In customer service, critical thinking skills allow representatives to solve problems effectively and efficiently. When dealing with a customer issue, critical thinking enables representatives to identify the root cause of the problem and determine the best course of action to resolve it.

This often involves asking probing questions to better understand the customer's needs and concerns, and using sound judgment to make decisions that align with company policies and procedures.

Another important aspect of critical thinking in customer service is the ability to anticipate potential problems and proactively address them before they become larger issues. This could involve identifying trends in customer feedback or product performance and making recommendations to management for improvement.

24. Decision-making

Decision-making is an important customer service skill because it allows service providers to make informed choices that can positively impact the customer's experience.

Effective decision-making involves analyzing a situation, identifying the best course of action, and taking the necessary steps to implement that action. Customers often rely on customer service representatives to make decisions that can resolve their issues, and a well-informed and timely decision can lead to a positive outcome.

On the other hand, poor decision-making can lead to customer dissatisfaction, negative reviews, and even loss of business. Therefore, honing decision-making skills is crucial for providing excellent customer service.

25. Resourcefulness

Finding creative solutions to customers' problems is the last - but definitely not least - item on this list of great customer service skills.

When customers encounter a problem, they expect the customer service representative to be able to solve the issue quickly and efficiently. However, sometimes the solution to a customer's problem is not immediately apparent. This is where resourcefulness comes in .

Resourcefulness involves thinking outside of the box and finding unconventional solutions to problems. It requires customer service representatives to be flexible and adaptable, and to have a deep understanding of the products or services they are supporting.

Being resourceful also involves being able to leverage the resources available to you, whether it's utilizing online tools like customer service software or collaborating with team members to find a solution.

Implement These Important Customer Service Skills

Throughout this article, we have explored various key customer service skills that are essential for delivering excellent service and building strong customer relationships.

These skills include soft skills like active listening, empathy, adaptability, and patience, and some practical skills like conflict resolution, time management, and multitasking.

Mastering these skills is crucial for businesses to succeed and retain customers in today's competitive market.

By prioritizing customer service skills and providing ongoing training and support, businesses can create a positive customer service experience that not only meets but exceeds customer expectations.

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The Guide to Effective Customer Service Problem Solving

Cases that start as “I don’t know” quickly become “I figured it out!”

“I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. In this guide, we’ll give you the steps to turn that “I don’t know” into something better:

“I don’t know, but I’m going to figure it out.”

With this guide to effective customer service problem solving, we give you a three-step process to follow:

• take stock of the information you’ve been given,
• gather any additional information you need,
• and then work to solve the problem and respond to the customer.

Let’s get started.

Assess the information you have

Information is the most important tool in your tool belt. The first step in solving any problem is to identify all the information you already know. Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know.

Customer’s tone

How does your customer feel about the situation? Are they technically minded, or are they struggling to describe technical issues ? Are they calm and cooperative? Or combative and frustrated? Is this a deal-breaker for them? Or is it just a weird bug? The demeanor of your customer will inform how you approach the situation going forward.

Customer’s history

Do a quick review of the customer’s previous support interactions, any purchases they’ve made, what plan type they are on, etc. This context will help you replicate the issue, as well as respond appropriately to the customer.

What’s happening?

Do you know enough about what’s happening? Have they sent through screenshots? Error messages? Console data? What were they trying to accomplish? It doesn’t need to be a technical problem for this step to still be important. Understanding what the customer’s motivation is will help solve a variety of issues.

Has this happened before?

It’s very unlikely that this is a brand new problem. Has the customer reported it happening before? Has any other customer reported it happening before? Help desk search functions are incredibly powerful tools. Search error messages and problem statements to see if other customers have reported similar issues. You can also search the internet to see if it’s a third-party issue. For example, if you’re using a third-party payment system, you might be seeing one of their errors when customers are purchasing on your website.

Gather more information

Okay, we’re partway there! If you didn’t have an epiphany while you were sorting through the information already at your disposal (sometimes that happens!), it’s time to gather more data.

Can you replicate it?

There’s no way to get more information than to get hands-on with the problem. Do you see the same thing happening?

If not, what information do you need to replicate it?

If you can’t replicate the issue, it’s probably because you’re doing something different or in a different environment. What information do you already have about the customer’s environment? What do you need to know in order to do exactly the same thing?

• Environment: browser version, extensions (try it incognito?), other settings.
• Steps: can they record a screengrab? What are they trying to do? What error message do they get?
• Specific settings: what account are they using? What version of your product are they using? If you can try it in their account (using “admin mode” or “god mode” so you can see it without asking for their username or password), does it happen for you as well?

Ask other people

Now’s the time to check in with other people on your team to see if they have any ideas. Have they ever seen something similar?

Depending on your relationship with your product and engineering team, you may also be able to check in with them at this point. However, many teams have a more formal bug reporting process in place to prevent “side of the desk” questions from interfering with their workflow. If that’s the case, you may want to do more research first.

Solve the problem

Now you’ll need to actually solve the problem for the customer. It might require finding a workaround, or reporting a bug to the development team.

Bug or works-as-designed?

Once you’ve replicated the issue, you’ll need to decide whether that is the way it’s supposed to work, or if you’ve found a bug. If it’s a bug, congrats! You can file a bug ticket and ask your engineering team to fix it. If it’s a feature or a design flaw, you may need to make a case for an update. In this case, the complex problem may turn into a feature request.

Is there a workaround?

Can you get to the customer’s desired end result in another way? Whether the issue turns out to be a bug or a feature, if you can find another way to achieve their goal, your customer will be happy!

Write a great response

Once you’ve replicated the issue, solved the problem, found a workable solution, or at least documented the bug for a future fix, you need to get back to the customer. Writing an empathetic, thorough response can make all the difference in a complex situation.

In many cases, your response will follow the same steps as a great customer service apology :

• Offer explanation
• Fix the problem
• Wrap it up and let them know what’s next

Resources for Customer Service Problem Solving

We all need a little help sometimes. If you’re learning how to fix more difficult problems, these resources can help.

Help Scout’s Art of Troubleshooting

On a mission to troubleshoot a bug? This guide is super helpful .

Support Details website

Learn how to use Developer Tools, especially Web Consoles

Be like Sherlock, and look for clues!

Customer support requires communication skills and problem-solving skills. Looking for the clues to solve the puzzle becomes a big part of your job as soon as you start to take on more difficult customers. With this guide to customer service problem solving, you’ll have a systematic way to approach those tough questions. Cases that start as “I don’t know” quickly become “I figured it out!”

How did you like this blog?

Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada. When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter @sarahleeyoga to keep up with her adventures.

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20 Essential Customer Service Job Skills (& How to Gauge Them)

Published: August 08, 2023

Unfortunately, some customer service teams have developed a less-than-desirable reputation. This is because bad experiences haunt customers — like being left on hold for thirty minutes, or having to repeat the same problem three different times, or speaking with a rep who sounds more like a robot than a human.

Of course, not all customer service teams fit into this stereotype. In fact, many are genuinely thoughtful and receptive to customers. However, it can be hard to shake those tricky preconceived notions which may leave you feeling a bit discouraged.

If you want to hire a stellar customer service employee, they should have a certain set of skills that truly connects them with customers and creates a satisfying experience with your organization. We‘ve curated the following list of essential customer service job skills and what interview questions you can ask to gauge them, but before we dive in, let’s define what it means to work in customer service.

What is customer service?

Customer service is the act of providing assistance, support, and solutions to customers before, during, and after their interaction with a company. It encompasses many skills like effective communication, empathy, and more to deliver a positive and satisfactory customer experience.

8. Professionalism

A manager would want a customer service candidate with professionalism because it establishes a positive and trustworthy image for the company. Professionalism ensures that the candidate represents the company with integrity and respect, maintaining high customer service standards.

It also fosters excellent communication skills, handling any customer interactions with politeness, courtesy, and professionalism, ultimately enhancing customer satisfaction and loyalty.

Interview Question: How do you handle difficult or challenging customers while maintaining a professional demeanor?

This question helps managers determine a candidate's ability to handle challenging situations with grace, demonstrating professionalism and ensuring a positive representation of the company.

9. Situational awareness

Quick thinking comes from understanding situational awareness — mindfulness towards events occurring in an environment and understanding what they mean for you. However, in respect to customer service, situational awareness is the ability to “read” customers at any given moment and understand what they're thinking and feeling.

This skill is highly valuable as it can determine words or actions, moving forward. If a customer seems to be wary, reps can work hard to make them feel more comfortable. If they seem to be starting to get angry, your team can start doing damage control before the situation gets out of hand. Being mindful of the customer's state will help reps fine-tune conversations to best-fit customer needs.

Interview Question: How do you personally tailor each customer interaction to the individual customer?

Situational awareness is based on the idea of being mindful of the differences between individual customers, rather than treating every single customer the same way. So, this question will help you understand how the candidate would plan to do just that. Strong candidates will likely bring up tailoring interactions by reading the situation before acting.

10. Persuasion

While reps should always be kind to customers and mindful of their emotions, your service team is often there for the purpose of persuading customers to use some product or service. This isn‘t manipulation but understanding how that product or service can improve your customers’ lives. Customers don't always know what product would be best for them but often will trust a service rep who confidently recommends one.

Customer service reps should be strong persuaders. This doesn‘t mean aggressively trying to get customers to purchase something they don’t want or need. It means actively listening to what issues they're facing in their life or with their current product or service and coming up with options to resolve these issues — whether that be through purchasing or upselling and cross-selling.

Interview Question: Convince me to buy your favorite product.

This statement might stump candidates for a moment. That‘s okay; give them time to think. However, their response will show you how well they can persuade you to buy something. Since they should develop a deep understanding of and love for your company’s products as an employee, they should be able to persuade customers to buy your products as easily as they could their favorite product.

11. Adaptability

Customer service employees constantly face surprises, like when a customer suddenly blows up over a minor inconvenience. Perhaps, a rep is faced with a technical problem and has no idea how to go about solving it. Or, a customer wants help with a brand new product that your team hasn't quite gotten the hang of, yet. Rather than panicking, customer service reps should be able to think quickly on their feet.

Customer service employees aren‘t expected to be endless encyclopedias who have all the answers to life questions. But, they are expected to think quickly about how to get customers the answers they need. Whether that be improvising on the spot, passing them on to a more qualified coworker, or asking to get back to them once they’ve properly researched the answer, customers will appreciate your team's ability to have an immediate response.

Interview Question: How do you handle unexpected changes in customer demands or priorities?

While the intentions of this question might be a bit obvious, they‘ll still force the candidate to think on the spot. The candidate will have to think back on a time when they exercised this skill and how they handled this type of situation will be telling of their future as an employee. If they aren’t able to think of a distinct memory, that may be a warning sign.

12. Technical Skills

Technical skills allow customer service reps to effectively troubleshoot and resolve customer issues related to products or services. This proficiency enables the candidate to provide accurate information, guide customers through technical processes, and offer solutions that accommodate their specific needs.

Additionally, having technical skills empowers the candidate to handle a wider range of customer inquiries, enhancing their ability to provide more comprehensive support.

Interview Question: Describe your experience using customer service software or other tools to assist customers.

Managers should ask this question to assess candidates' proficiency in using essential tools, ensuring they can navigate systems effectively to provide efficient customer support.

13. Conflict Resolution

Customer service is all about solving problems. Usually, those problems are related to your company‘s products or services. Service reps troubleshoot and get customers moving on with their day. However, some conflicts, as mentioned above, can be related to a customer’s negative attitude. These are the ones that tend to be the most challenging for new service reps.

Diffusing an angry customer is no easy task, but the best customer service reps will know the right words to use to calm down the customer. And, if they‘re unable to calm them down, they should know when it’s time to pass the case on to a manager.

Interview Question: Have you ever faced a situation where you had to mediate a conflict between customers? How did you handle it?

This is a great question to ask candidates who have some experience working with customers. The candidate will likely be in a situation where they’re faced with an angry customer, so you'll want to know they can be trusted to turn the situation around.

14. Detail-Oriented

Strong attention to detail is a skill that managers want their teams to demonstrate on a day-to-day basis. How your service rep presents themselves, completes tasks, and answers customer inquiries reflects the quality of the brand as a whole.

Interview Question: How do you ensure that you enter accurate and detailed information when documenting customer interactions?

This question helps managers assess a candidate's meticulousness in recording accurate information, ensuring smooth handoffs and comprehensive issue resolution.

15. Multitasking

Managers want a customer service candidate with multitasking skills because it enables them to handle multiple customer inquiries simultaneously, improving productivity and efficiency. Multitasking skills allow the candidate to effectively prioritize and manage competing tasks, ensuring that customer needs are met in a timely manner. And, being able to multitask helps the candidate adapt to a fast-paced environment, reducing customer wait time.

Interview Question: Provide an example of a time when you had to handle multiple customer inquiries simultaneously. How did you manage?

Managers should evaluate candidates' ability to handle high volumes of customer inquiries by multitasking effectively without compromising service quality or response time.

16. Positive Attitude

While you might not think of this as a skill, in a customer service job, maintaining one certainly is.

Service reps oftentimes are the first people that customers speak to in a business, and it's their responsibility to create a welcoming and friendly environment for customers. A positive attitude allows the candidate to approach each customer interaction with enthusiasm and genuine care, enhancing the overall customer experience.

It also enables the candidate to handle customer complaints constructively and empathetically, turning potentially negative experiences into positive ones.

Interview Question: How do you maintain a positive attitude when dealing with challenging or demanding customers?

This question enables managers to assess candidates' ability to maintain a positive, empathetic, and helpful attitude when dealing with difficult customers, ensuring customer satisfaction.

17. Cultural Sensitivity

Cultural sensitivity ensures that the candidate respects and values differences, avoiding any potential misunderstanding or offense. By being culturally sensitive, the candidate can navigate cross-cultural communication challenges, tailor their approach to individual cultural preferences, and ultimately provide a more inclusive and customer-centric experience.

Interview Question: How do you ensure that you provide outstanding service to customers from diverse backgrounds?

You want to bring a candidate onto your team that will provide excellent service to every paying customer. The last thing you want is to hire an employee that lands your business in hot water from unacceptable language or behavior.

18. Teamwork

A positive team dynamic within the customer service department is crucial to any business. Effective teamwork allows the candidate to support and assist colleagues, creating a seamless experience for customers. It also ensures that the candidate can effectively communicate and coordinate with other team members, facilitating efficient problem-solving and enhancing the overall customer journey.

Interview Question: Describe a situation when you had to collaborate with colleagues from other departments to resolve a customer issue or inquiry. How did you approach it?

Managers should evaluate candidates' ability to collaborate with cross-functional teams, ensuring collective efforts to resolve complex customer issues efficiently.

19. Productivity

Any manager would want a customer service candidate with productivity skills because it ensures efficient handling of customer inquiries and requests, maximizing the team's output. Productivity skills enable candidates to manage their time effectively, prioritize tasks, and work on multiple customer cases simultaneously without compromising quality.

Interview Question: How do you maintain productivity while still ensuring excellent customer service?

This question enables managers to assess a candidate's ability to balance productivity without compromising service quality, ensuring efficient resolution of customer inquiries.

20. Follow-Through

A customer service candidate that can follow through demonstrates reliability and commitment to solving for the customer. When the candidate follows through on customer inquiries or concerns, it builds trust and confidence in the company, enhancing customer loyalty. Additionally, following through on customer service interactions ensures that no customer is left unresolved, leading to higher customer satisfaction and a positive reputation for the company.

Interview Question: Can you give an example of a time when you had to follow up with a customer to ensure their issue was completely resolved?

Managers should ask this question to evaluate candidates' commitment to resolving customer issues fully, ensuring proactive follow-up and exceptional service.

Understand the Key Aspects of Customer Service

Customer service jobs require reps that are multifaceted and prepared to meet each customer's unique needs. By asking intentional interview questions and gauging each candidate for the qualities listed above, your business will have a star-studded team that your customers will appreciate.

Editor's note: This article was published in April 2019 and has been updated for comprehensiveness.

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Essential customer service skills in 2024

Learn to improve your customer service skills through powerful communication, subject matter expertise, and problem-solving.

• Essential skills
• How to improve

Call them a customer happiness agent, a technical support specialist, or even a support hero. Customer service representatives are the face of your company to the public. They're the first point of contact when things go right—and, more importantly, when things go wrong.

The right mix of customer service skills differentiates between an unsatisfied customer and a loyal one who returns and recommends. Empathy and communication skills are the "obvious" answers, but other skills, including accountability and the ability to break down your product knowledge into digestible, understandable language, are equally important. 

Let’s unpack the must-have skills that make a customer service representative stand out. If you're a customer service manager aiming to hire, train, and shape a top-notch team, consider this guide your playbook for success.

Top 10 skills for customer service with examples

Every customer-facing employee must possess and develop good customer service skills to be a successful customer service professional. Without those hard and soft skills, an organization risks providing poor customer service and losing customers—and revenue—as a result. Here are some important customer service skills to look out for:

1. Problem-solving skills

How a customer service agent tackles a problem can make all the difference.

First, they listen to the customer's concerns without jumping to conclusions. They ask the right follow-up questions to understand the heart of the problem. Then, a great agent weighs the different solutions. They might use a knowledge base or other resources to tackle unfamiliar issues and validate the accuracy of their advice. 

And if they hit a wall? They should know who in their team has the expertise to help them, ensuring the customer isn't left hanging.

This way, problem-solving in customer service isn't just about having the right answers. It's about asking the right questions, using resources, and knowing when to seek extra help.

A shopper contacts an online clothing store about a missing order. The customer service rep checks the tracking info, consults internal databases, and even reaches out to the shipping department. Realizing there's a delay, they offer a discount on the next purchase and expedite shipping to make things right.

2. Time management skills

Time management is the unsung hero of customer service. The key here is prioritization and multitasking, but without sacrificing the quality of service. Use tools and tech to your advantage—set reminders, use canned response templates for frequently asked questions, and always keep an eye on your queue to know what needs your attention next.

Good time management ensures that all customers feel valued and heard, no matter how they reach out or how complex their issue is. It keeps the service efficient, effective, and customer-focused.

At a busy tech support center, a rep uses a ticketing system to prioritize incoming queries. They resolve simple issues quickly while setting reminders for follow-ups on more complicated cases.

3. Clear communication

How you say something is often as important as what you're saying. Dealing with technical issues? It's essential to avoid jargon and use straightforward language. 

Whether it's emails, chat replies, or comments on social media, clear and concise writing is crucial. Imagine getting a lengthy, jumbled response to a simple question. Frustrating, right? But a well-written, error-free response? That builds trust.

Being genuine is equally vital. Customers can tell if you use a script or genuinely want to help. Use a positive tone of voice and active phrasing, like "We can fix this" instead of "This can't be done."

Bottom line — clear communication eliminates guesswork and streamlines the problem-solving process. It turns potentially frustrating experiences into smooth, satisfying resolutions.

A guest at a hotel complains about a noisy room. The front desk agent explains the steps they'll take to resolve the issue, confirms the guest understands, and swiftly moves them to a quieter room.

4. Active listening skills

Active listening involves observing the customer’s tone and choice of words instead of just focusing on the words in emails to understand what they’re asking for accurately. 

With experience, an agent will become aware of the language customers use to describe certain pieces of their product, even if the description isn’t technically correct or easy to understand.

Active listening involves picking up on emotional cues and acknowledging them. Asking open-ended questions to show they're fully engaged and interested in resolving the problem is also a part of the package.

This way, agents build rapport and trust, and set the stage for a more productive and positive customer service experience. It reassures the customer that they're not just another ticket to be resolved, but a valued individual whose concerns are taken seriously.

A customer calls a mobile carrier to discuss confusing charges. The agent listens carefully, repeats what they've heard for confirmation, and then accurately adjusts the billing.

5. Product knowledge

Deep product knowledge arms agents with the information they need to answer questions. It also allows them to anticipate customer needs, recommend relevant solutions, and create a better customer experience. 

A knowledgeable agent guides customers through the features that will most benefit them. Strong product knowledge provides opportunities for cross-selling or upselling products. Here, it's not about pushing a sale—it’s the customer's experience by recommending add-ons or features they'd find useful. 

Being well-versed in the product can also speed up the resolution time, a key performance indicator in customer service. Customers appreciate quick, accurate answers that solve problems.

However, it might be difficult to stay updated on all customer policies, especially if there are multiple product lines, or the company serves customers from various geographies. In this case, you can always access your company’s internal knowledge base and look up solution articles for better assistance.

At a car dealership, a customer is unsure which model to buy. The sales rep poses probing questions regarding the customer’s needs, habits, preferences, and other qualifying topics. As a result, the rep is able to make an educated recommendation for a model that prioritizes fuel efficiency and safety features to match the customer’s needs.

6. Accountability

Customer service accountability means taking ownership of the issue from start to finish. The customer who reaches out with a problem or complaint wants more than just a quick fix—they want assurance that someone will see it through.

The more customers know that their concerns will be addressed diligently, the more likely a customer feels positive about your brand.

Accountability extends beyond individual customer interactions and plays a role in improving the overall quality of service. Agents should capture feedback and use it constructively. It's part and parcel of being accountable to take responsibility for feedback — whether a suggestion for a new feature or a complaint about a particular aspect of service.

Additionally, accountable agents understand that mistakes happen. Rather than hiding them, it’s better to admit them, apologize, and then move to correct them. It solves the immediate problem and earns long-term customer respect.

At a bakery, a customer receives the wrong cake design for a special occasion. The manager apologizes, takes full responsibility, and offers a full refund plus a voucher for the future.

7. Resourcefulness

A resourceful person can think on their feet, find information, and come up with creative solutions when the standard ones don't work.

Suppose a customer contacts you with a unique technical issue that's not in your knowledge base. A resourceful agent might consult with team members, explore internal resources, or even conduct a quick web search to identify potential solutions. 

Alternatively, they could engage the customer in finding a solution, which not only improves their relationship with the brand but also empowers them.

Resourcefulness can turn a frustrated customer into a satisfied one. It maximizes every tool and skill set to create a better customer experience.

A customer contacts a SaaS company complaining about trouble installing their software. The rep can't find the best solution in the knowledge base and elects to activate the expertise of their dev team.

8. Data-driven decision making

Data-driven decision-making acts as a navigational tool, guiding customer service agents to more effective and efficient interactions. But what does it mean to be 'data-driven' in this context?

Firstly, agents need to be familiar with key performance indicators (KPIs), like response time, resolution time, and customer satisfaction scores. These metrics help agents gauge their performance and identify areas for improvement.

Data is also pivotal in identifying recurring issues or trends. Suppose multiple customers report a similar issue within a short period. In that case, reps can flag this data for immediate review and allow agents and other departments to proactively address a problem before it escalates.

An e-commerce customer service rep notices recurring complaints about slow shipping. They analyze shipping data, identify bottlenecks, and suggest a more efficient logistics partner.

9. Adaptability

Adaptability in customer service isn't just a buzzword—it's a critical skill set. Technology advances like generative AI and machine learning are changing how customer service functions. These technologies offer dynamic solutions but also add layers of complexity. 

In addition to understanding this evolving tech, agents also need the capacity to adapt to unexpected situations like product outages, policy changes, or even global events that affect customer behavior. 

Being adaptable means being able to quickly assess a new situation, identify solutions, and implement them, all while maintaining a high level of service.

During a software outage, a cloud storage service representative is swamped with calls. Using real-time data analysis, they prioritize critical business clients and guide them through temporary workarounds, while simultaneously using AI-based tools to send out mass updates.

10. Collaboration

Collaboration is a key skill, and it extends beyond just working well with your fellow agents. It's about partnering with customers and team members alike to find the best solutions.

When it comes to customers, a collaborative approach involves treating them as active participants in the problem-solving process. Instead of just prescribing a solution, ask for their input or their perspective. This inclusive approach can result in better solutions and leave customers feeling empowered and valued.

On the team front, collaboration is equally vital. For example, let’s say a customer faces a technical problem that's out of your realm. Collaborating with your tech team ensures the customer gets the specialized help they need, without unnecessary delays. 

It’s a win-win situation—your teammate gets to showcase their expertise, and the customer gets their issue resolved promptly.

Plus, collaboration tools , like internal chat apps or project management software, can be of great help here. These tools facilitate seamless communication between departments, ensuring everyone is on the same page.

The importance of customer service

Per Freshworks’ 2023 CX Priorities Report , 69% of consumers have abandoned a brand because of a negative customer service experience. That’s not all—61% of consumers have written a bad review after a negative customer service experience.

The stakes have never been higher. Customers today are just a social post away from sharing their experiences with a global audience. 

A single touchpoint with your customer service team can form an immediate and long-lasting impression of your entire brand.  

Relationship building in customer service

Hard truth: Customers don’t buy the best products, they buy the best experiences. When your competitors offer similar products or services, customer service becomes your ultimate differentiator.

Customer service has a ripple effect. When customers have an excellent experience with customer service representatives , they don't keep it to themselves. They tell family, friends, and often, their audiences on social media. This initial positive experience lays the foundation for customer retention. 

Plus, the math is simple: retaining an existing customer is much more economical than acquiring a new one. In fact, it’s 5 to 25 times more economical, according to the Harvard Business Review.

Happy, loyal customers are likely to be repeat customers. Up to 93% are more likely to make a second purchase if the customer service is exceptional. This has a direct impact on your bottom line. Loyal customers often spend more and make more frequent purchases than new customers.

And these repeat customers aren’t just making one-off purchases—they're investing in an ongoing relationship with your brand, increasing their lifetime value. 

What does all this tell you? Simple: Customer service is a revenue generator and a brand builder. 

You invest, and you get returns.

The impact of successful customer service

What does it mean for a business when its customer service is excellent? Well, it’s more than just smiling faces and high-five emojis in customer feedback surveys. Let’s look at some examples.

Rubix , a big player in the industrial products distribution arena, leveraged Freshdesk to give their HR workflows a modern touch. Through automation , self-service , and intuitive dashboards, Rubix leveled up. They’re now not just tracking error messages but diving deep into data they never had before. Result? A whopping 97% success rate in ticket resolutions and a big thumbs up to workflow automation. 

For the Commercial Bank of Dubai (CBD) , Freshdesk was more than just a software addition. This premier banking institution in the UAE transformed its customer service by digitizing and automating crucial elements. The outcome was a mind-blowing 50% cut down in the time taken to resolve customer issues. 

Then there's Purplle , a beauty e-commerce giant. With a customer base crossing 7 million and ever-evolving communication preferences, they needed to streamline. Thanks to Freshdesk, they consolidated their support channels. The payoff has been impressive with stable customer interactions at 1.14 and an enviable First Call Resolution rate of 94.7%.

These are just a few industries where stellar customer service has gone beyond just resolving issues. The ripple effect of happier customers is cyclical—satisfied customers are more likely to stick around and become genuine advocates of your brand.

Good vs. great customer service

When we talk about customer service, timely responses and quality help have always been the gold standard. 

But what elevates a service from good to great? 

The seamless switch between channels.

Think about it: customers expect brands to remember their last chat—whether it was a rant on email, a query on live chat, or a quick call for help.

This doesn’t mean tossing the classics out the window. Flexibility is still king. Meshing tools like chatbots with live chat offer around-the-clock support. 

The real magic happens when you really listen. No one likes repeating themselves. In fact, the majority of customers want companies to remember their purchase history regardless of the method of communication.

With omnichannel support , you're meeting customers where they already are—in their inbox, on social media, or at the other end of a phone line. The cherry on top? Agents get the full scoop on a customer's history, no matter where the conversation starts. 

It's this 360-degree view and consistent experience that defines a holistic approach to customer service and makes it great.

Discover the Top Priorities of CX Leaders Today

Traits that enhance your customer service skills.

While you can learn and hone certain customer service skills over time, some inherent traits give agents an edge right from the start. These natural attributes create a strong foundation upon which to build technical skills and expertise. 

Customer-facing teams often bear the brunt of frustrations, complaints, and occasionally, downright rudeness. 

It's in these high-pressure moments that resilience becomes invaluable. Being resilient means maintaining your composure and focus even when customers are upset

Say you've just had a particularly grueling conversation with a customer. Instead of letting that experience cloud your entire day, you need to shake it off and be prepared to engage positively with the next customer. This often requires both mental and emotional toughness, as well as the ability to self-regulate emotions to avoid burnout.

While some agents see their role as just a job, naturally curious agents are always looking for more. 

An agent might notice that many customers are experiencing the same problem. Instead of just solving these customers’ problems as they come, a curious agent might ask, "Why is this issue recurring?" Studying team dynamics and interdepartmental cooperation helps agents grasp how their daily roles in customer service align with the broader business objectives.

Their inquisitive nature often sparks innovative solutions as they grasp this bigger picture. As a result, these solutions streamline internal processes and improve customer experience.

Empathetic agents can understand the customer's emotional state, acknowledge their feelings, and find a solution that makes them feel heard and understood. Authenticity is key here—your customers can easily smell textbook-style answers, and robotic responses can turn a heated situation into a full-blown fire.

Let's say a customer missed an important job interview because your ride-sharing service didn't show up on time. They're not just angry—they're potentially devastated. 

In this situation, an empathetic response would be more than just apologizing for the inconvenience. It could involve acknowledging the gravity of what they missed out on and offering a thoughtful solution—maybe a refund and a free future ride, but also ensure them you're escalating the issue to prevent it from happening again.

Practicing empathy in customer service can turn even the most difficult situations into opportunities for building stronger customer relationships.

Core principles of customer service

So, what's the secret sauce behind extraordinary customer service? Spoiler alert: there's no one-size-fits-all answer, but there are core principles that stand across all industries and customer demographics.

Transparency

Transparency and honesty are cornerstones for building trust. Be upfront about what you can and can't do, set realistic expectations, and communicate clearly and openly. Plus, equip your service reps with the right support structure. 

A tiered system that lets reps escalate issues based on complexity or difficulty prevents bottlenecks and ensures that the most capable hands solve problems.

Consistency

Every interaction, whether it's an online chat, phone call, or in-person meeting, should reflect the high standards you've set for your service. Design a customer experience strategy that outlines your audience profiles, goals, and policies. 

Then, ensure your entire customer service team is well-versed in this information so they can provide uniform and high-quality service across all channels. 

Customers don't like to wait— the majority expect immediate service when engaging in conversational experiences like chats or phone calls. To meet this demand, pinpoint specific Key Performance Indicators (KPIs) around response times. 

Consistently track these metrics to ensure your team delivers prompt service. Use technology like chatbots for instant answers to common customer questions and maintain a robust knowledge base to help agents provide quick, accurate information.

How to improve your customer service skills

Improving your customer service skills is an ongoing journey, blending self-awareness, hands-on experience, and a drive to learn. Dive into these advanced strategies:

Shadow experienced agents: Spend a day observing seasoned customer service reps. This hands-on approach can unveil new techniques, strategies, or approaches you can incorporate into practice.

Engage in mock interactions: Simulate customer scenarios with colleagues. This role-playing can help you anticipate potential challenges and sharpen your response skills.

Regularly review recorded calls: If your company records customer calls, periodically review them. Listening to past interactions can help you identify areas of improvement.

Stay ahead with industry webinars and workshops: Participate in industry-related webinars and workshops. These platforms often introduce new tools, strategies, or methods to elevate your customer service game.

Cultivate a feedback-driven mindset: Encourage colleagues and mentors to provide feedback on your interactions. An external perspective can offer insights you might have missed.

But it's not just about on-the-job learning. Formal education plays a crucial role too. 

Freshworks Academy is an excellent starting point, especially for new support representatives. It covers essential skills like handling difficult conversations and effective communication over emails and social media to make you a real champion for your customers.

Customer service skills and the evolving technological landscape

A Gartner survey spotlighted a telling shift: 73% of customer service representatives feel that their current roles demand more complex or high-tier skills than ever before. But why is this the case?

Here's the catch—thanks to easy access to third-party resources, many customers come to the table thinking they're already experts. This puts extra pressure on reps to deliver a "high-value experience."

This places reps in a unique position where they're not just solving a problem but also navigating the customer's pre-existing beliefs about the issue. The challenge is acknowledging this while steering the conversation towards a genuine solution.

The keyword here is "high-value". Modern-day customers are not just looking for answers; they're looking for enriched experiences. To deliver this, representatives must be equipped not just with product or service knowledge but also with the context surrounding the customer's journey.

What's the takeaway? It's not just about having experienced reps anymore. Companies are rethinking their hiring strategies to focus less on prior experience and more on core skills like effective communication and relationship-building. 

After all, you can train someone to understand a product, but teaching them to naturally engage and solve problems for customers is a whole different ball game. Therefore, equipping employees with the right context and guidance can open up a broader talent pool and potentially elevate the level of service provided.

Frequently asked questions about customer service skills

Can customer service skills be transferred to other careers.

Yes, customer service skills like communication, problem-solving, and empathy are transferable. Many careers in sales, human resources, and even technical roles benefit from these foundational skills. They improve interpersonal interactions and decision-making processes and can help you navigate tricky situations, no matter where you work.

How can customer service representatives handle language barriers and cultural differences?

Reps can use multilingual support and translation tools to navigate language issues. Understanding and respecting cultural differences is crucial. You can facilitate this through cultural sensitivity and diversity training. These strategies collectively improve customer satisfaction and rapport. Plus, collaborating with team members from diverse backgrounds provides insights and guidance on handling specific cultural nuances.

What are some best practices for staying updated on product and service knowledge?

Staying updated requires proactive measures like attending regular training sessions, reading product update memos, and participating in internal discussions. Tools like internal wikis or regular newsletters can also be extremely useful for keeping the entire team on the same page. But don't underestimate the power of hands-on experience. The more you use the product or service yourself, the better you'll understand it from a customer's perspective.

Why is empathy so important in customer service?

Empathy enables customer service representatives to tune into the emotional state of the customer, which supports a personalized and compassionate approach. It also helps resolve issues in a way that makes the customer feel heard and respected. Empathy goes beyond scripted responses; it's about genuine human connection. This quality can significantly enhance customer loyalty and elevate the overall customer experience.

How do you describe customer service skills on a resume?

Be specific and use action verbs to highlight your experience. Instead of just saying "good communicator," you could say "resolved customer complaints via phone, email, and live chat." Mention the tools you've used, like CRM software or any other customer service platforms. Quantify your achievements if possible, like "handled an average of 40 customer queries per day with a 95% satisfaction rating." This gives employers a concrete idea of your capabilities and the value you can bring to their team.

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50 Best Customer Service Skills for 2024 [Complete Guide]

Customer service skills are the abilities and characteristics that allow a professional to interact effectively with customers while addressing their needs and concerns. These skills involve a combination of interpersonal, technical, and communication abilities that ensure customers receive the best possible experience when interacting with a business.

Explanation of customer service skills

Effective customer service requires a range of skills, both technical and soft. Technical skills include product knowledge, the ability to handle customer complaints, efficient response and resolution of issues, and being able to work with various customer service systems. Soft skills, on the other hand, are more related to interpersonal communication, such as active listening, empathy, patience, and problem-solving.

Importance of customer service skills

Customer service skills are critical for businesses as they play a significant role in building brand reputation, customer loyalty, and overall success. Excellent customer service enhances the customer experience, improves satisfaction, and increases the likelihood of repeat business. It also helps a business stand out in a crowded market, leading to more positive reviews and referrals.

Empathy is the ability to understand and share the feelings of another person. In customer service, empathy means putting yourself in the shoes of the customer and being able to feel and relate to their concerns.

Showing empathy in customer service is important for building trust and creating a positive customer experience. It can help customers feel heard, valued, and understood, which can lead to increased loyalty and repeat business.

To demonstrate empathy, it’s important to listen actively to the customer, acknowledge their emotions, and respond with genuine care and concern. This can be done through verbal and non-verbal cues, such as using a compassionate tone of voice, offering words of understanding, and using body language that shows attentiveness and concern.

Examples of demonstrating empathy in customer service include:

Acknowledging the customer’s frustration and offering a solution that meets their needs.

Offering personalized support and assistance throughout the customer’s journey.

Providing timely and transparent communication about any issues or delays.

Expressing gratitude for the customer’s patience and understanding.

Going above and beyond to exceed the customer’s expectations and create a memorable experience.

Empathy is a critical skill for effective customer service. By showing care and concern for the customer’s emotions and needs, businesses can foster strong relationships and enhance the overall customer experience.

Active Listening

Active listening is the practice of fully focusing on and comprehending a speaker’s message. In customer service, active listening involves paying attention to a customer’s needs, processing the information, and responding appropriately.

A. Definition of Active Listening in Customer Service

Active listening in customer service refers to the ability to hear and understand a customer’s needs, questions, and concerns while providing them with undivided attention. It involves listening to them without interruption, paraphrasing what they have said, and reflecting back to them what you have understood.

B. Why Active Listening is Important for Customer Service

Active listening is crucial in customer service because it has a direct impact on customer satisfaction. When a company practices active listening, customers feel heard, understood, and valued. This, in turn, builds customer loyalty, enhances the company’s reputation, and increases sales.

C. How to Practice Active Listening

To practice active listening, you should focus entirely on your customer and avoid distractions. Stay present, listen to their words and tone of voice, and seek to understand not just their message, but also the motivation behind it. Repeat back what you have understood to make sure you have captured the customer’s message accurately. Most importantly, remain empathetic and non-judgmental throughout the conversation.

D. Examples of Active Listening in Customer Service

When a customer is experiencing an issue with their product, an active listener would listen patiently, ask clarifying questions, and take steps to resolve the issue. This demonstrates concern and empathy for the customer’s needs.

If a customer calls in to leave feedback on a product, an active listener would take the time to genuinely listen, thank the customer for their input, and ask follow-up questions. This shows that the company values customer feedback and is open to making improvements.

If a customer expresses frustration or anger, an active listener would acknowledge their feelings, apologize for any inconvenience, and work towards finding a solution. This response demonstrates understanding and a willingness to help.

Active listening is an essential skill in customer service that should never be overlooked. When companies practice active listening, they can quickly resolve customer issues, build loyalty, and improve their bottom line.

Communication

Communication is a crucial aspect of customer service, and effective communication skills are essential for providing excellent customer service. In this section, we will discuss effective communication skills for customer service, the importance of listening and speaking in customer service, and how to communicate effectively with customers.

A. Effective Communication Skills for Customer Service

Effective communication skills are the cornerstone of excellent customer service. These skills involve being able to convey information and ideas clearly and concisely, using both verbal and non-verbal communication. Effective communication skills for customer service may include the ability to:

• Use positive language and tone
• Empathize with customers
• Use active listening skills
• Pay attention to non-verbal cues
• Communicate with cultural sensitivity
• Use clear and concise language

By using these skills, customer service representatives can create a positive experience for their customers and build strong relationships.

B. Listening vs. Speaking in Customer Service

Listening is an essential skill for effective communication in customer service. By actively listening to customers, representatives can gather information, understand their needs, and build positive relationships. On the other hand, speaking is also important, especially when it comes to conveying information.

Therefore, customer service representatives must find the right balance between listening and speaking. They must listen attentively to customers, give them time to express themselves, and respond appropriately. Replying without letting the customer complete their sentence can make them feel unheard or judged, which can lead to an unsatisfied customer.

C. How to Communicate Effectively with Customers

To communicate effectively with customers, representatives need to follow some basic guidelines, such as:

• Start by greeting customers with a positive attitude
• Listen actively and empathize with customers
• Avoid using jargon or technical terms
• Take notes throughout the conversation to ensure understanding

By following these guidelines, representatives can ensure that customers feel heard, understood, and valued.

D. Examples of Effective Communication in Customer Service

Effective communication can lead to positive outcomes in customer service, such as increased customer satisfaction and loyalty. Here are some examples of effective communication in customer service:

• Using positive language to frame negative news in a way that does not make customers feel offended or frustrated.
• Demonstrating empathy by acknowledging and responding to customers’ concerns and frustrations.
• Providing clear, concise, and accurate information that answers customer’s doubts and questions.
• Offering effective solutions to customers’ problems that actively address their needs and preferences.
• Keeping communication channels open and responsive so that customers feel listened to and able to give feedback.

These examples demonstrate that effective communication is a powerful tool in customer service that can lead to excellent outcomes.

Problem-Solving

Problem-solving is one of the most essential skills required in customer service. It refers to the ability to find effective solutions to customer complaints, concerns, or issues. The process involves analyzing the problem, identifying the root cause, and finding the appropriate solution.

In customer service, problem-solving is important because it allows companies to resolve customer issues quickly and efficiently. It also helps to meet customer needs and demands, which, in turn, enhances customer satisfaction and loyalty.

Practicing effective problem-solving skills is crucial for customer service teams to ensure that they are equipped to handle any possible issues that may arise. Some ways to improve problem-solving skills include active listening, asking the right questions, seeking feedback and guidance, and using collaboration and creativity.

Examples of problem-solving in customer service can range from small issues such as resolving billing discrepancies to larger problems like recovering a lost package or addressing product defects. For instance, a customer service representative might fix a broken link on a website or help a customer navigate through a complex return process.

Effective problem-solving is a critical skill for any customer service team. By prioritizing customer needs and developing solutions that address their concerns, customer service teams can build long-lasting relationships with customers and ultimately contribute to business success.

In customer service, patience is defined as the ability to remain calm and understanding while dealing with irate or frustrated customers. It involves listening to them, empathizing with their situation, and taking the necessary steps to resolve their issues.

Patience is important for customer service because it helps to build trust and improve the overall customer experience. With patience, you can:

Create a positive impression: When customers feel heard and understood, they are more likely to feel satisfied with the service they receive.

Increase loyalty: Customers who feel valued and appreciated are more likely to return and recommend your business to others.

Resolve conflicts effectively: Patience helps to de-escalate tense situations and find a mutually-beneficial solution.

To develop patience in customer service, it is important to practice active listening, remain empathetic, and remain calm and composed in the face of difficult situations. Other strategies include:

Taking breaks: Taking a moment to step away from a difficult customer interaction can help you clear your mind and approach the situation with a fresh perspective.

Practicing stress-reduction techniques: Deep breathing, meditation, and exercise can all help to reduce stress and increase patience.

Examples of patience in customer service include:

Remaining courteous and professional while dealing with an irate customer who is yelling and being rude.

Taking the time to thoroughly understand a customer’s concern, even if it takes longer than expected.

Empathizing with a customer who is unhappy with a product or service, and working to find a solution that meets their needs.

Patience is a vital skill for anyone working in customer service. By remaining calm and understanding, you can build strong relationships with customers and improve the success of your business.

Adaptability

Adaptability is the ability to adjust and modify one’s approach or behavior in response to changing circumstances. In customer service, this means being flexible and open-minded when dealing with different personalities, situations or challenges.

Adaptability is important for customer service because customers have different needs, preferences and behaviors. A one-size-fits-all approach is ineffective and can lead to frustrated and dissatisfied customers. By being adaptable, customer service representatives can tailor their approach to each customer and situation, leading to more positive outcomes.

To embrace change in customer service, it is important to stay up-to-date with new technologies, tools, and trends. It is also crucial to have a growth mindset and be willing to try new things and learn from past experiences. Encouraging feedback from customers and colleagues can also provide insights on areas for improvement and opportunities to adapt.

Examples of adaptability in customer service include:

• Customizing responses and solutions based on the customer’s communication style or preferences.
• Adjusting to unexpected changes or challenges, such as handling a last-minute product recall or addressing a dissatisfied customer.
• Being open to feedback and using it to improve processes or procedures.
• Embracing new technologies and channels of communication to better serve customers, such as implementing chatbots or social media support.

Adaptability is a critical skill for customer service representatives to deliver exceptional customer experiences in today’s fast-paced and ever-changing environment. By embracing change, staying flexible, and being open to new ideas, customer service teams can demonstrate their adaptability and improve customer satisfaction.

Perseverance

As a customer service representative, perseverance is the ability to maintain a positive attitude and continue working towards a resolution, even when faced with challenging situations or difficult customers.

A. Definition of perseverance in customer service

Perseverance in customer service means being committed to finding a solution and taking the necessary steps to resolve a customer’s issue. It requires patience, resilience, and a positive mindset to stay focused and motivated, even during tough moments.

B. Why perseverance is important for customer service

Perseverance is essential for customer service because it shows customers that their needs are taken seriously and that the company is committed to resolving their issues. Without perseverance, customer service representatives may give up too easily or become frustrated, causing customers to feel neglected or dissatisfied.

C. How to stay persistent in customer service

To maintain perseverance in customer service, representatives should prioritize active listening, stay calm and empathetic, and remain solution-focused. Other strategies include keeping a positive attitude, taking breaks when needed, and seeking support from colleagues or supervisors.

D. Examples of perseverance in customer service

One example of perseverance in customer service is when representatives work tirelessly to resolve complex issues, even when it means going above and beyond their normal duties. Another example is when representatives continue to engage with frustrated customers until a resolution is found, even if it takes multiple attempts or follow-up calls.

In a recent case, a customer contacted a company’s support team with an urgent issue that needed immediate attention. Despite initial setbacks, the representative remained persistent, gathering all necessary information and working with other departments to find a solution. The customer was impressed with the representative’s commitment to finding a resolution and left a positive review, highlighting the importance of staying perseverant in customer service.

Perseverance is a critical skill for any customer service representative. By staying committed to finding solutions and maintaining a positive attitude, representatives can build trust and foster loyalty with their customers, ultimately contributing to the success of the company.

Knowledge of the Product/Service

As a customer service representative, having knowledge about the product or service you offer is crucial to providing excellent customer service. It can help you understand the customer’s needs and provide the best advice or recommendations possible.

A. Importance of product/service knowledge in customer service

Product or service knowledge is important in customer service because it helps to build trust with the customer. Customers are more likely to trust and invest in a product or service when the representative they are dealing with is knowledgeable and confident about the product or service they are offering. It can also help a customer service representative to anticipate potential issues and offer solutions to customers more efficiently.

B. How to gain knowledge of the product/service

To gain knowledge about the product or service, a customer service representative should start with their company’s resources, such as training materials, manuals, and internal company documentation. Additionally, they can utilize customer feedback and reviews to understand common issues or concerns.

It is also important for a customer service representative to engage in ongoing education about the product or service. Attending training sessions, webinars, or conferences related to the industry can help to expand their knowledge and provide them with useful information to share with customers.

C. How to communicate product/service knowledge to customers

Communicating product or service knowledge to customers can be done in a variety of ways, including:

Explaining features and benefits: Describe how the product or service can help the customer and highlight specific features and benefits that meet their needs.

Answering questions: Respond to customer questions promptly and accurately, providing as much detail as necessary to ensure the customer is satisfied with the information provided.

Using relatable language: Speak in a language that customers can understand, avoiding technical jargon that may be confusing.

Offering product or service recommendations: Based on the customer’s needs or preferences, make recommendations for other products or services that may be of interest to them.

Providing instructions for use: If necessary, provide detailed instructions for using the product or service, helping the customer to understand how to get the most out of their purchase.

D. Examples of product/service knowledge in customer service

Here are some examples of product or service knowledge in customer service:

A customer service representative for a skincare brand is able to recommend different products based on the customer’s skin type and concerns.

A representative for a software company is able to troubleshoot issues by explaining the steps necessary to resolve an issue in a clear and concise manner.

A representative for a home appliance company is able to provide detailed information about specific product features and benefits that directly address the customer’s needs.

A representative for a telecommunications provider is able to explain different service plans and features based on the customer’s budget and usage needs.

A representative for a online retailer is able to answer customer questions about product ingredients and materials used in the manufacturing process, providing customers with peace of mind about their purchases.

Positive Attitude

Customer service is all about providing satisfactory solutions to customers’ problems and creating a positive image of your company. One crucial ingredient in achieving great customer service is a positive attitude.

A. Definition of a positive attitude in customer service

A positive attitude in customer service refers to a mindset where you treat every customer with respect and kindness. It means creating an environment that is inviting and welcoming to customers, where they feel valued and appreciated. It involves staying positive and focused, even when dealing with difficult customers or challenging situations.

B. Why a positive attitude is important for customer service

A positive attitude is essential in customer service for several reasons. Firstly, it helps you build a strong relationship with your customers, which leads to better customer engagement and higher customer retention rates. Secondly, a positive attitude creates a comfortable and welcoming environment that instills trust and confidence in customers, encouraging them to continue doing business with you. Lastly, a positive attitude helps you deal with challenging customers and problems in a constructive and professional manner, promoting conflict resolution instead of escalation.

C. How to maintain a positive attitude in customer service

Maintaining a positive attitude can be challenging, especially when dealing with irate or unreasonable customers. However, with a little effort and a few tips, you can keep your attitude in check. Firstly, practice active listening and empathize with your customers, acknowledging their issues and providing solutions that meet their needs. Secondly, stay calm and focused, even in stressful situations, and always maintain a professional demeanor. Thirdly, learn to manage your emotions by taking breaks when necessary, and avoid getting overly attached to problems, which can lead to burnout.

D. Examples of a positive attitude in customer service

A positive attitude in customer service can manifest itself in different ways, from a friendly smile to proactively seeking solutions to a customer’s problem. Here are some examples of a positive attitude in customer service:

• Greeting customers with a friendly smile and tone of voice
• Asking open-ended questions to understand a customer’s needs
• Providing personalized solutions that meet a customer’s needs
• Following up with customers to ensure their satisfaction
• Going the extra mile to exceed customer expectations
• Remaining calm and professional when dealing with angry or frustrated customers
• Never giving up, even when faced with seemingly insurmountable problems or challenges.

A positive attitude in customer service is an essential element of great customer service. It helps businesses build lasting relationships, solve problems constructively, and create a welcoming and nurturing environment for customers. By maintaining a positive attitude, businesses can ensure that their customers feel valued, appreciated, and respected.

Time Management

A. definition of time management in customer service.

Time management in customer service refers to the practice of effectively utilizing time to provide customer support and meet customer needs within set time frames. It involves the efficient allocation of time and resources to ensure that customer inquiries, issues, and complaints are addressed promptly and that customers receive timely feedback and resolution to their concerns.

Effective time management in customer service requires employees to prioritize tasks, streamline processes, and optimize resources to ensure that customer support is provided within set response times. This involves balancing the demands of business operations with the need to provide superior customer service.

B. Importance of Time Management in Customer Service

Time management is a critical component of successful customer service operations. Poor time management can result in customer dissatisfaction, missed opportunities, decreased sales, and loss of business. Conversely, effective time management in customer service can improve customer satisfaction, increase customer loyalty, and lead to increased revenue.

Effective time management in customer service helps to reduce customer wait times, minimize response times to inquiries and complaints, and ensure that customers receive the support they need when they need it. It also enables businesses to allocate resources more efficiently, potentially reducing costs and improving profitability.

Time management is an essential skill for customer service professionals to possess. It enables them to effectively manage time to provide quality customer service and meet customer needs within set time frames. The benefits of effective time management in customer service are numerous and can significantly impact a business’s success.

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Customer Service Skills for a Resume [W/ Full List & Examples]

Customer service skills are vital if you want to get hired for any customer-facing position. 

That’s because customer service skills can help you resolve customer complaints, improve customer satisfaction, and even drive new sales.

Want to learn which customer service skills are a must-have on your resume in 2024? You’ve come to the right place!

In this article, we’re going to cover everything you need to know about customer service skills, including: 

• What Are Customer Service Skills
• 20 Essential Customer Service Skills For Your Resume

3 Steps to Add Customer Service Skills to Your Resume

• How to Improve Your Customer Service Skills

Let's dive in! 

What Are Customer Service Skills?

Customer service refers to the relationship between a business and its customers. The better this relationship, the more successful a business can be. 

Customer service skills are a set of soft skills that allow you to provide the best customer experience possible. They involve being able to:

• Communicate effectively
• Solve problems promptly
• Demonstrate patience
• Create genuine connections

Customer service skills are essential for any customer-facing role out there, including customer support representatives , salespeople, cashiers , and the sorts. 

But what is it, exactly, that makes customer service skills so valuable? Let us give you the data-backed answer. 

Why Are Customer Service Skills Important 

If you’re someone who’s looking for a job in customer-facing roles, you probably already know that having strong customer service skills can significantly improve your employability. 

Finding employees who can resolve customers’ complaints and make them feel heard, understood, and appreciated is of the highest importance for potential employers.  

Here are all the benefits that employees with strong customer service skills can bring to a company: 

• Improved customer experience. The better customer service you can provide, the more satisfied will your customers be. And, according to this HubSpot study, 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.
• Increased profits. Happy customers are more likely to spend money on a product or service. A study by Bain found that companies that excel at customer experience grow revenues 4%-8% above their market .
• Higher customer retention. According to Invesp, investing in new clients is 5 to 25 times more expensive than retaining existing ones. Considering that 80% of consumers said they’d do business with a competitor after a bad customer service experience, customer service is essential in retaining customers.
• Established brand loyalty. According to the study by Zendesk, nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand.
• More referrals. Your customers are bound to talk about their customer experience - especially if it’s really good or really bad. According to Esteban Kolsky, Chief Evangelist for customer experience at SAP, after a positive customer experience, 72% of customers will share their opinion of your brand with at least six people.

20 Customer Service Skills to List on Your Resume 

As we already mentioned, customer service doesn't consist of a single skill, but of a set of skills. 

As such, the customer service skills you should list on your resume greatly depend on the specifics of the position you're applying for. 

That said, there are some customer service skills that are in demand for the majority of customer-facing roles out there, such as communication and active listening.  

Here is a list of the most in-demand customer service skills for your resume in 2024: 

• Active listening
• Adaptability
• Attention to detail
• Bilingual customer support
• Building customer royalty
• Communication
• Complain resolution
• Organizational skills
• Decision making
• Interpersonal skills
• Persuasion skills
• Problem-solving skills
• Product knowledge
• Time management
• Upselling/Cross-selling
• Service-based selling
• Computer skills

Now that you know what the most important customer service skills are, it’s time to list them on your resume.

Below, we’ll teach you which resume sections are best for listing your customer service skills, as well as teach you how to do it in the most compelling way possible.

Let’s get started!

#1. Mention Your Customer Service Skills on Your Resume Summary 

The first place where you can (and should) mention your customer service skills is the resume summary . 

In a nutshell, the resume summary is a short, three or four-sentence paragraph that describes you as a candidate. Typically, it mentions: 

• Your professional title and years of experience
• Your top skills
• Your most notable achievements

Done right, the resume summary will show the hiring manager you’re a qualified candidate from the get-go and get them to go through your resume in more detail. 

As such, for roles where customer service skills are practically essential, it’s very important to higlight that you possess such skills in your resume summary.

Here’s an example of customer service skills listed in a resume summary:

• Attentative and communicative customer service representative with five years of retail experience responding to all manner of customer inquiries. Career highlights include receiving 99% positive customer survey results at XYZ Convenience. Seeking a role at ABC Tech, where my problem-solving and interpersonal skills can be leveraged to achieve and maintain the highest level of customer service.

#2. List the Right Customer Service Skills 

The most obvious place to list your customer service skills is on your resume’s Skills section. 

The key here, though, is to list skills that are relevant for the role you’re applying for.

We already mentioned how different roles may require different customer service skills. A customer support agent, for example, requires comunication skills and active listening.

Whereas a sales represenative, on the other hand, requires persuasion and upselling skills.

What we’re getting at here is that you shouldn’t just randomly list all the customer services skills we covered in this article - you should pick out the ones that are most relevant for your role.

Here are our top tips on how to list the most relevant customer service skills for your position:

• Check the job description. Most jobs tell you exactly which skills they’re looking for in candidates, all you’ve got to do is check the job description. As a customer service representative, for example, it’ll typically tell you that you need active listening skills, multi-tasking skills, communication skills, knowledge of CRM systems, etc. 
• Identify the skills you possess. Single out the skills that you actually possess instead of adding every single skill mentioned in the job description. 
• Add them under Soft/Hard Skills. Add skills like time management, communication, etc., under Soft Skills and technical know-how like computer skills or product knowledge under Hard Skills. 

#3. Prove Your Customer Service Skills In Your Work Experience Section 

Last but definitely not least, you should use your work experience section to prove to the hiring manager that you possess the customer service skills you mentioned in your resume summary and under your soft skills.

After all, anyone can claim they have customer service skills. It's backing up your claims with facts that can make all the difference. 

Done right, your work experience will leave no doubt in the hiring manager’s mind that they should call you back for a job interview .

Here's exactly how you should build your work experience section so that it highlights your customer service skills: 

• Tailor your work experience to the job description. Don’t use one generic resume to apply to dozens of openings. Each position has its own specific requirements and your resume sections should be tailored to show the hiring manager that you can meet them. If you’re applying for a cashier position, for example, the hiring manager will want to know about your experience as a restaurant server, but not about the time your mowed lawns as a teenager . The first experience highlights yoru customer service skills, while the second does not.
• Focus on your achievements instead of your responsibilities. The hiring manager most knows exactly what your responsibilities were in previous jobs. What they want to know is how you made a positive impact with your achievements. As such, focus on highlighting how you made an impact on your work experience section instead of simply listing what your basic responsibilities were. 
• Make your achievements quantifiable. Speaking of achievements, supporting them with data-backed evidence is what really makes a difference. After all “helped company increase customer retention by 14% by providing customers with a personalized experience” sounds much better than “helped with customer retention.”
• Use action verbs and power words . There are hundreds of words and verbs you can use instead of “helped” or “served.” The more descriptive you are of your achievements, the more impressive you can make them sound. 

Here’s an example of a work experience section that highlights the candidate’s customer service skills perfectly: 

Customer Service Representative 

YXZ Convenience Store

03/2018 - 04/2022

• Achieved the highest up-sell rates in both 2019 (2.6%) and 2021 (3%).
• Worked at the customer information desk for 10+ hour shifts.
• Welcomed and provided personalized customer service to 1000+ customers during the store opening event.

7 Ways to Provide Excellent Customer Service 

Customer service skills don't come naturally to everyone. 

Some people are much better at making customers feel heard and appreciated, while others may struggle to form that connection that makes all the difference when it comes to providing good customer service. 

Well, if the first case applies to you, don't worry. 

Below, we cover seven ways to provide excellent customer service (that can be practiced and learned):

#1. Stay positive

Developing a positive mindset and attitude is an essential part of improving your customer service skills.

Think about your own customer experiences. You’re probably not too happy when, say, you sit at a restaurant and the server taking your order looks miserable, right? Or when you call customer support to resolve an issue and they’re less than willing to help. 

So, whether you’re communicating by phone, face-to-face, or via e-mail, try to stay as positive as possible (even in the face of difficult issues or customers).

#2. Don’t say no

Even if the answer to a customer complaint or issue is “no, it can't be done” or “no, I can’t help you with this,” you should always refrain from phrasing it this way. 

When customers hear the word “no,” they’re more likely to associate it with “this customer service worker doesn’t want to help me” rather than with “this is beyond this employee’s control.” 

So, whenever it’s possible, go out of your way to solve a customer’s issue or help them. And, if doing something to help them really is out of your control, use positive language to tell them, avoid the word “no,” and try to offer them alternative solutions/options that could satisfy them. 

That way, they’ll see that you’re trying hard, despite the fact that you might be unable to solve their problem.

#3. Practice active listening

Active listening is the process of mindfully listening to a speaker, providing feedback, and being observant of non-verbal cues to ensure effective communication. 

Considering that 40% of our daily communication consists of listening , making sure you’re listening effectively to what your customers have to say is an essential part of providing excellent customer service. 

Some ways to do that include: 

• Paying attention and not getting distracted. Try to stay away from your phone and avoid multitasking when you’re interacting with customers. 
• Asking open-ended questions. Open-ended questions require more than a simple “yes” or “no” answer. You can ask such questions to get your customers to describe their needs or problems more comprehensively. 
• Asking probing questions . Similar to open-ended questions, probing questions aim to get a 360-degree view of a topic. Not to mention, they don’t just help you understand better, but also help the speaker to think more comprehensively about what they’re saying.
• Being more attuned to the speaker’s feelings. Customers don’t appreciate feeling like they’re talking to a robot. Asking them about their day and being sympathetic towards their feelings (be they frustration, anger, or annoyance), is a great way to make them feel heard. 

#4. Know your customers

The better you know your customers, the more you can understand their needs and expectations. 

In turn, you can find more creative ways to meet said expectations and improve your customer service. 

Here are some ways you can better understand customer needs: 

• Ask yourself/the team questions such as “who are our main customers?” “what market are they from?” “how does our product/service meet their needs or expectations?” and “what could we do to further help them?”
• Step into your customers’ shoes by considering your own challenges and needs as a customer or what would make your life easier while using the company’s product or service. 
• Encourage customers to give detailed feedback.
• Analyze customer feedback by identifying trends and gaps in your service. Share any results with your team or your colleagues. 

#5. Know the product/service

The better you know the company’s product or services, the more qualitative the customer service you can provide. 

As a salesperson , for example, you’ll be able to sell a product or service better. As a customer support representative, on the other hand, you’ll be able to solve customers' problems more effectively. 

On the same note, knowing a company’s products or services can come in particularly handy when you’re interviewing for a job too. The hiring manager is bound to be impressed with your dedication and effort to learn all about the company before you’re even hired.

Some places where you can easily acquire knowledge of a company’s product or services are:

• Company’s website
• Company’s handbooks 
• Online forums 
• Customer feedback 
• Your own experience with the product 

#6. Be empathetic

We cannot stress enough how important it is to connect with your customers more than just on a professional level. 

Actually connecting with the customer on a personal level and showing real empathy for their issues can really make a world of a difference when it comes to customer experience.

In the first case, if you can’t resolve a customer complaint or help with a specific issue, the customer will be much more likely to feel disappointed with you and the company in general. 

In the second, however, they might cut you some slack and still think “well, at least they listened and genuinely tried to help.”

This can be the difference between losing customers and retaining them and it’s definitely an important part of providing amazing customer service. 

#7. Personalize your customer service

Personalizing your customer service is what can make customers feel special, and who doesn’t like to feel special, right? 

Here’s how you can provide personalized customer service that’s guaranteed to improve your customer service skills: 

• Greet your customers by name and make them feel welcome.
• Contextualize your customer service depending on the customer’s lifestyle and personality.
• Don’t get distracted by anything else when you’re interacting with a customer. Make sure that the customer feels like they’re your center of attention.
• Go out of your way to find the best possible solution/option for the customer, and make sure that the customer knows how much effort you’re putting into helping them.

3 Customer Service Representative Resume Examples 

Below, we’ll show you three examples of how you should list customer service skills for different roles. 

We hope these resumes, created with our tried-and-tested resume templates , inspire you to go after the customer-facing role of your dreams:

#1. Customer Service Representative Resume Example 

#2. Cashier Resume Example 

#3. Sales Executive Resume Example 

Key Takeaways 

And that’s a wrap. By now, you should know everything there is to know about customer service skills and how to highlight them on your resume. 

Before you start putting our tips into practice, let’s go over the main topics we covered in this article: 

• Customer service skills are a set of soft skills that allow you to provide the best customer experience possible.
• Companies are always looking for candidates with strong customer service skills because they can provide the best possible customer experience and, in turn, help them increase their profits, retain customers, improve their brand loyalty, and get more referrals. 
• Some in-demand customer service skills include active listening, interpersonal skills, communication, complaint resolution, empathy, and positivity. 
• To best highlight your customer service skills, list them in your resume summary, work experience, and skills sections. 

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