Customer service workers are the frontline of an organization – they’re responsible for keeping clients and customers happy. To do their jobs well, they need a specific set of skills.
While we usually think of customer service skills in the context of retail and hospitality jobs, they’re also important in corporate environments like sales and advertising. In this guide, we outline good customer service skills to have, how to improve them, and how to highlight them on your resumé.
Why are customer service skills important? #
Customer service is the direct connection between a business and its customers. Companies rely on customer service employees to build positive relationships with consumers and clients, so that they keep coming back for repeat business. Good customer service qualities also improve brand reputation and build trust. If customers trust a brand, they’re likely to be loyal to it, give it good online reviews, and even refer it to their friends.
What makes good customer service? #
What are customer service skills? Good customer service skills are grounded in communication and empathy, but involve much more than that. Here are some qualities and abilities that are essential to good customer service:
- Empathy: when it comes to providing good customer service, it’s important to put yourself in the customer’s shoes. Showing genuine concern for a customer’s issues shows them that the business cares about keeping them happy.
- Communication: good communication is an important part of customer service. First, you need to be an attentive, active listener, so you can understand the customer’s needs. You also need to be able to speak or write clearly and concisely, using a friendly and respectful tone.
- Problem solving: at the core of customer service is problem solving. You need to be able to critically evaluate a customer need or problem and come up with solutions that work for the customer and the business.
- Professionalism: when providing customer service, it’s important to remain polite and focused on the business objectives, whether that’s making a sale or fixing a problem. This means having a helpful attitude and respectful demeanor when interacting with customers.
- Proactivity: taking a proactive approach means you anticipate problems and address them before they become issues. It also involves identifying problems that are already happening and working on solutions so they don’t continue.
Good customer service skills you need in the workplace #
Key skills for customer service can vary depending on your industry. However, customer service is based on a common set of skills that can be transferred into any role.
Communication skills #
Good customer service relies on a range of communication skills, which can include verbal, non-verbal and written communication. It also includes skills like active listening and the ability to relay potentially complex information clearly to customers. To provide good customer service, you have to be able to communicate well with all different types of people.
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Technical knowledge #
In order to be able to solve problems efficiently, you need to have a reasonable level of technical skill and knowledge. As a customer service representative, you’ll draw on your product or service expertise to solve problems that customers face.
Problem-solving skills #
Problem solving involves working with the customer to identify the cause of their issue, so that you can provide a solution that works for them and your company. You might need to use both critical and creative thinking in your approach, depending on the complexity of the issue.
Empathy and emotional intelligence #
The ability to recognise and relate to customer emotions is important in providing good customer service. Interactions with customers aren’t always positive, but by showing empathy you can usually de-escalate situations and move on with finding an acceptable resolution. Emotional intelligence is also important in making sales, by helping to build rapport with clients.
Adaptability and resilience #
When you work in customer service, you may encounter difficult situations or receive negative feedback. Overcoming difficult situations like this requires resilience and adaptability as you course-correct to stay on track for a positive outcome.
How to improve your customer service skills #
Customer service skills aren’t limited to customer-service based roles. They can be easily to other positions and can often help to progress your career, no matter your role or industry. There are plenty of steps you can take to improve your customer service skills, whether or not you’re in a customer-facing role.
Here’s how:
- Work on your communication skills, including active listening.
- Seek feedback and learn how to give constructive feedback
- Participate in training and development programs
- Role-play customer interactions with colleagues
- Observe and learn from experienced customer service professionals
- Read customer feedback reports
As with any role, there’s always room to learn and improve your skill set. By embracing continuous learning, you can continue to grow your own skills and open yourself up to new opportunities along the way.
FAQs #
How can I improve my customer service skills? #
There are a number of steps you can take to improve your customer service skills, including:
- practice active listening,
- develop empathy and make an effort to understand other people’s perspectives,
- listen to and learn from customer feedback, and
- seek mentorship from a colleague with strong customer service skills.
What are the 3 important qualities of customer service? #
Effective customer service encompasses a broad range of skills – but what are the top 3 skills of a customer service agent?
- Empathy
- Communication
- Problem-solving skills
Are technical skills important in customer service? #
Technical skills play a big role in providing good customer service. Depending on the role, you may need to demonstrate proficiency in data entry, data analysis, specific software, technical troubleshooting and/or CRM systems.
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What are some real-life examples of excellent customer service? #
Some companies have built a reputation for delivering high standards of customer service. Here are some examples:
- Amazon (e-commerce): Amazon built its early reputation on its customer-centric approach. Their customer service team is available 24/7 and they prioritize quick issue resolution.
- Apple (technology): Apple has set high standards for customer service. Their Genius Bar provides in-person technical support and their studios are built around delivering an overall ‘experience’ to customers, complete with friendly, approachable sales staff.
- Ritz-Carlton (hospitality): Ritz-Carlton is synonymous with luxury and outstanding service. An oft-cited example is the Ritz-Carlton Card, which empowers any employee, even a housekeeper, to spend up to $2,000 to resolve a guest’s problem without seeking approval.
What is the difference between hard and soft customer service skills? #
Hard customer service skills refer to subject matter knowledge and specific abilities, like being able to repair a certain machine or knowing the technical specifications of a product. For customer-service roles, they might include proficiency in CRM software (to pull up customer data), technical knowledge of products or services, and data-analysis skills. Soft skills are interpersonal qualities that are more difficult to measure and quantify. Soft customer service skills include empathy, communication, patience and intuition.
