What are customer service skills? (and how to develop them)

Customer service refers to the support provided to customers before, during, and after purchasing a product or service. It ranges from addressing customer inquiries and resolving issues to providing them with a satisfying experience overall.  

Customer service skills are a must across various industries. In front-facing services like retail, these skills help you to build trust among customers, directly influencing their purchasing decisions. In corporate environments like sales, effective customer service skills foster long-term client relationships and drive business growth. 

In this article, we’ll help you learn more about the importance of good customer service. We’ll also provide you with tips for developing your customer service skills. 

Here is what we will cover:

• Why is customer service important?
• What are the principles of good customer service?
• Basic customer service skills you need in the workplace
• How to improve your customer service skills
• Example of customer service skills in a resume
• On the road to more satisfied customers
• FAQs

Why is customer service important? 

Customer service has a huge impact on the success of many companies. It affects these areas:

Customer satisfaction and loyalty

Customer service is important for making customers happy and keeping them coming back to your brand. When customers get great service, they are more likely to feel satisfied with their experience and develop a sense of loyalty towards your company. 

For instance, a 2022 study conducted in the United Kingdom examined the factors influencing customer loyalty in various hotels. It found that when hotels gave excellent customer service, guests were happier. They were more likely to keep choosing that hotel in the future.

This shows how important it is to provide excellent customer service, in order to build strong relationships with customers and enhance their loyalty to a brand.

Brand reputation and image

Customer service experience affects how people feel about your brand or company. Customers often share their experiences with friends and family, either in person or through social media. These word-of-mouth interactions can greatly influence others' perceptions of the brand and its reputation.

Moreover, an online survey highlighted the importance of customer service in shaping consumer perceptions. Many consumers rely on reviews to assess a brand's reputation before making a purchase. Negative reviews often result from poor customer service experiences.

Hence, it is important to offer great service to make sure the brand's image stays positive. By prioritizing customer satisfaction, businesses can ensure that their brand remains trusted by consumers.

Sales and revenue generation

Customer service can affect the decision of many consumers to buy your product or service. For example, according to the same 2022 study, many choose to visit a hotel with great customer service. This shows that good customer service directly translates to more sales.

It also highlights the role of great customer service professionals as a competitive differentiator in today's market. Good customer service agents help your business stand out from competitors and attract and retain more customers, ultimately driving higher sales and market share.

Research from McKinsey & Company also revealed that improving customer experience can increase revenue by 2% to 7%. As a result, this can improve a company's profitability by 1% to 2%.

Employee morale and productivity

Great customer service can have a positive impact on all parties. It can make customers happy and pleasant to interact with, and positive interactions with customers will improve employee morale and make them more productive. This will lead to better performance and higher employee satisfaction.

What are the principles of good customer service? 

These are the key principles of customer service-oriented skills:

Empathy

Empathy is the quality of understanding and addressing your customer’s needs that shows the company values its clients. This builds loyalty and promotes customer retention.

Communication

Communication is a crucial customer service principle. Practicing active listening, providing clear and concise explanations, and using a professional tone helps create a positive customer experience. This in turn fosters trust and confidence in the company.

Problem-solving

Identifying and resolving customer issues will make the customer feel valued. This helps you to retain customers and build a positive reputation.

Professionalism

Showing courtesy, respect, and a positive attitude creates a welcoming environment for customers. This helps your company build strong relationships with customers and improve its image.

Proactivity

Proactivity is anticipating customer needs and going the extra mile for your customers. It shows a commitment to great service. Positive impressions on consumers will encourage them to advocate your product or brand.

Basic customer service skills you need in the workplace 

Here are important customer service representative skills that you’ll need to create a positive customer experience:

Communication skills

Communication skills refer to how well you express your ideas and listen to others. These are essential skills for a customer service representative as your role is to understand customers’ problems and offer them solutions.

• Verbal and written communication: How you speak and write to customers affects their experience with you and the company. There are many communication styles, including non-verbal cues such as body language, tone, and personal presentation. Communication is also vital when you're part of a larger customer service team.
• Active listening: This is your ability to understand customers and respond appropriately. It involves engaging with customers and showing that you care about their needs.
• Explaining complex information: Practice explaining ideas and concepts in a simple way to help customers understand.

Technical knowledge

These are hard skills or industry knowledge required to perform your job. Some technical knowledge you might need as a customer service representative includes:

• Product or service expertise: Thoroughly understanding the company's offerings helps you provide accurate and helpful information to customers.
• Troubleshooting skills: These enable you to identify and resolve technical issues for customers. Having specialized knowledge in computer software, hardware, or other technical systems may be necessary.

Problem-solving skills

These soft skills help you provide solutions to customers’ issues more efficiently. Examples of good problem-solving skills include:

• Identifying root causes: Figuring out the cause of a problem quickly helps you resolve it faster.
• Finding solutions: Understanding how to tackle customer issues promotes great service.
• Creative thinking: This involves thinking outside the box and exploring new ideas. It's an important customer service skill – especially when dealing with complex problems.

Empathy and emotional intelligence

Being an interpersonal role, emotional intelligence is a critical customer service skill. Here are examples of how empathy and emotional intelligence work in customer service:

• Relating to customers: Recognize and respond to customers' emotions to meet their needs.
• Building rapport: Establish and maintain positive relationships with customers to create a good impression and gain their trust.

Remaining adaptable and resilient

Adaptability and resilience are key customer service representative skills, as you’ll often find yourselves dealing with tricky customers and problems. These skills will come in handy when:

• Handling difficult situations: Deal with unhappy customers calmly when resolving their issues. This enables you to regain their trust.
• Staying calm under pressure: Remain level-headed even in stressful situations. For example, when you're dealing with an angry customer. Stay professional and handle the situation with tact.
• Adjusting to changing needs: Recognize when a customer's needs are changing. Adjusting your approach can help you meet them. This customer service strategy enables you to close a sale, solve a problem, or provide personalized service.

How to improve your customer service skills? 

Many companies offer basic customer service skills training, but it’s important to take the initiative to enhance your knowledge as well. Here are some ways you can develop your skills for customer service:

• Seek customer feedback: Customer feedback is essential in identifying areas where you can improve. You can also practice active listening and ask customers to provide feedback on their experience.
• Engage in continuous learning: Take courses and participate in training and development programs. Focus on important customer service skills that you feel need work.
• Role-play customer interactions with colleagues: This allows you to practice your communication and active listening skills. It also prepares you to deal with difficult situations with confidence and a positive attitude.
• Learn from experienced customer service professionals: Observe customer interactions to understand how to handle various situations. Ask for advice on how you can develop your skills.
• Ask for feedback from your manager: This helps you identify your strengths and areas for improvement as part of a customer service team. Your manager can also recommend development opportunities and help you maintain a growth mindset.
• Keep up to date with industry trends and best practices: You can do this by reading articles, books, and blogs about the customer service field.

Example of customer service skills in a resume 

You can showcase your customer service skills in various parts of your resume. These include the summary, work history, and skills sections. These tips can also help:

• Review the job description: Include the customer service skills the employer is looking for in your resume.
• Incorporate relevant keywords: These may increase your chances of getting an interview.
• Include figures to emphasize your impact on the company: For example, you can say that you resolve an average of 50 tickets per day with a 95% customer satisfaction rating.
• Use action words in your work history: This can help you capture the hiring manager's attention.
• List your relevant customer service skills first: Highlight your past customer service duties to demonstrate your abilities.

Sample resume for highlighting customer service skills

Here's a short sample resume for your reference:

Elena Cruz
[email protected]
+639123456789

Results-oriented professional with over three years of experience in delivering exceptional customer service. Successfully increased customer satisfaction ratings by 15% through proactive problem-solving and efficient issue resolution. Promotes strong communication and time management skills.

Work History
Customer Service Representative
Communications Company, July 2021–Present

• Handles an average of 50 customer calls per day while maintaining a customer satisfaction rating of over 96%.
• Implements streamlined processes for handling customer questions and resolving issues to reduce wait times by 20%.
• Demonstrates excellent product knowledge in upselling and cross-selling opportunities, resulting in a 10% increase in sales.

Education
Bachelor of Business Administration
Asian Institute of Management
Graduated 2020

Skills
Communication, problem-solving, conflict resolution, time management, knowledge of customer service principles

On the road to more satisfied customers 

Developing strong customer service skills will let you achieve professional success in various fields. These skills allow you to build and maintain positive relationships with customers. They include communication, problem-solving, technical knowledge, adaptability, and empathy. Consider improving your skills to perform better and advance in your customer service career.

FAQs 

Here are answers to questions about customer service skills:

1. How can I improve my customer service skills?
   Seek feedback from customers and colleagues to identify areas for improvement. You can also role-play scenarios to prepare for various customer interactions. Consider learning from more experienced customer service professionals and taking relevant training courses.
2. What are some examples of top customer service skills?
   Clear communication skills, problem-solving, empathy, adaptability, and resilience are important skills. Also, customer service reps need emotional intelligence and technical knowledge.
3. What skills should a good customer service representative have? 
   ⁠Important customer service representative skills include strong communication, active listening, and problem-solving. You should be empathetic, patient, adaptable, and able to stay calm under pressure. Attention to detail, time management, and a positive attitude are also key to delivering great service and creating a positive customer experience. 
4. What keywords should I include in my customer service resume?
   Common resume keywords may include "customer service", "customer care", and "customer service agents." Also, "communication skills", "problem-solving", "interpersonal skills", and "troubleshooting."
5. Are technical skills important in customer service?
   Yes. These skills include computer literacy, which is important in many customer service jobs. Some roles need more technical skills. For example, IT support agents need proficiency in specific programs and tools.
6. What are some real-life examples of strong customer service?
   Some real-life instances of good customer service skills include: a hotel receptionist who remembers a guest's name and preferences, a restaurant server who accommodates dietary restrictions, an online retailer offering hassle-free returns, and a tech support agent who patiently assists customers with technical issues.
7. How can I demonstrate empathy in my resume?
   Mention skills that support this quality, such as active listening. You can also include customer satisfaction ratings in your work history. For customer service agents, this shows your ability to empathize and meet the needs of clients.
8. What certifications enhance my customer service resume?
   Many online educational platforms offer certifications that focus on customer service. For example, edX has customer relationship management courses for sales and support teams. Coursera offers customer service courses that cater to different roles and skill levels. You can also explore certifications for specific skills, such as effective communication and conflict resolution. 
9. What is the difference between hard and soft customer service skills?
   Hard skills focus on technical abilities and specific knowledge. Examples are product knowledge and software troubleshooting. Soft customer service skills consist of character traits and interpersonal skills. These include empathy, problem-solving, and communication.
10. How do I address a lack of experience in my customer service resume?
    You don't always need work experience as a customer service representative to get into the industry. Focus on your education and volunteer experience.
    ⁠Include experiences that showcase important customer service skills. These may be activities you did in school. For example, being a laboratory assistant, tutoring, or organizing events. Alternatively, highlight leadership roles you may have had. These show your ability to work with others to achieve a goal.