12 Customer Service Skills: Definition and Examples
By ResumeCat Editorial Team
Published September 1, 2022
In order to provide excellent customer service, there are 12 skills that you should focus on developing. These skills include active listening, empathy, problem-solving, and more. By definition, customer service is the assistance and support that a company provides to its customers.
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Customer Service Skills
- Active listening
- Conflict resolution
- Time management
- Stress management
- Problem solving
- Active learning
The ability to communicate effectively with customers is essential for providing good customer service. You need to be able to understand the customer's needs and explain your company's products or services in a way that is clear and easy to understand. Good communication skills will help you build a rapport with the customer and build trust.
Patience is the ability to remain calm and not get angry, even when faced with difficult or frustrating situations. It is an important skill for customer service because it allows you to remain calm and polite when dealing with difficult customers, and helps to defuse tense situations.
Active listening is a skill that allows you to really hear and understand what someone is saying. It is important in customer service because it allows you to provide the best possible service to the customer by understanding their needs and concerns.
Empathy is the ability to understand and share the feelings of another person. It is a key skill for customer service because it allows you to see things from the customer's perspective and understand their needs. By empathizing with the customer, you can build a rapport and trust, which are essential for providing excellent customer service.
Conflict resolution is the ability to identify and resolve disagreements. It is a necessary skill for customer service representatives, as they often have to deal with upset or angry customers. Representatives must be able to defuse tense situations and find common ground between customer and company.
The ability to be flexible in your approach to customer service is important because it allows you to adapt to the needs of each individual customer. This means that you can provide them with the best possible experience, and resolve any issues they may have in a way that is most convenient for them.
Time management is a skill that is necessary for customer service representatives in order to provide efficient and effective service. Time management involves being able to prioritize tasks, multitask, and manage one's time in an effective manner. It is important for customer service representatives to have this skill in order to be able to handle a high volume of customer inquiries and requests in a timely and efficient manner.
Stress management is a skill that helps you deal with stress in a healthy way. It can help you feel less overwhelmed, more in control, and more able to cope with difficult situations.
The ability to solve problems is a critical skill for customer service representatives. They need to be able to quickly and efficiently resolve any issues that their customers are having. This requires being able to think on your feet, being resourceful, and having excellent communication skills.
Active learning is a process of learning in which learners are actively engaged in the process, rather than passively receiving information. This can involve things like asking questions, participating in discussions, and doing hands-on activities.
Customer service representatives need active learning skills so that they can fully engage with customers, understand their needs, and provide them with the best possible service. Active listening and questioning are especially important for customer service reps, as they need to be able to understand customer issues and find solutions.
Teamwork is the ability to work together toward a common goal. It is an important skill for customer service because it allows team members to support each other and provide the best possible service to customers.
Organizational skills are important for customer service representatives because they need to be able to keep track of customer information and requests. They also need to be able to prioritize tasks and follow up with customers in a timely manner. Good organizational skills can help customer service representatives provide better service and resolve issues more efficiently.
How to improve customer service skills
It is important to remember that customer service skills can always be improved. There are a few key ways to improve customer service skills. The first way is to be patient with customers. This can be difficult at times, but it is important to remember that the customer is always right. Secondly, it is important to be friendly and polite to customers. This will help them feel comfortable and appreciated. Finally, it is important to be knowledgeable about the products or services that are being offered. This will ensure that the customer feels confident in the purchase they are making.
Customer service skills are essential for any business. By providing excellent customer service, businesses can create repeat customers and word-of-mouth advertising. Good customer service skills can be the difference between a successful business and a failed one. There are a few key ways to improve customer service skills.
The first way to improve customer service skills is to be patient with customers. This can be difficult at times, but it is important to remember that the customer is always right. It is also important to keep in mind that not every customer will be happy all of the time. There will always be some complaints no matter how good the product or service may be. It is important to stay calm and collected when dealing with unhappy customers and try to resolve the issue in a timely and efficient manner.
Secondly, it is important to be friendly and polite to customers. This will help them feel comfortable and appreciated. Customers should feel like they are valued and that their business is appreciated. It is also important to make sure that employees smile and make eye contact with customers. This makes the interaction more personal and shows that the employee cares about providing good customer service.
Finally, it is important to be knowledgeable about the products or services that are being offered. This will ensure that the customer feels confident in the purchase they are making. Employees should be able to answer any questions that a customer may have about a product or service. They should also be able to provide suggestions on other products or services that may interest the customer based on their needs. By being knowledgeable about what a business has to offer, employees can provide better customer service and create satisfied customers who are likely to return in the future
How to highlight customer service skills
You can highlight your customer service skills in a few different ways. First, you can emphasize your ability to handle customer inquiries and complaints in a professional and efficient manner. Second, you can highlight your ability to upsell or cross-sell products and services to customers. Finally, you can emphasize your ability to provide excellent customer service by going above and beyond for each customer interaction.
On a resume
In order to highlight your skills as a customer service representative on your resume, you should include any relevant customer service experience that you have. This could include previous jobs, internships, or even volunteer work. Be sure to list specific examples of times when you provided excellent customer service. If you have any relevant certifications or training, be sure to mention those as well. Finally, highlight any soft skills that are relevant to customer service, such as communication, problem solving, and patience.
In a cover letter
In your cover letter, be sure to highlight your customer service skills. Mention any experience you have dealing with customers, whether it be in person or over the phone. If you have any awards or recognition for your customer service skills, be sure to mention that as well. Emphasize how you are patient and efficient in solving customer issues.
During an interview
When you are interviewing for a customer service position, be sure to highlight your skills in dealing with the public. Describe how you are able to remain calm and professional when dealing with difficult customers. Give examples of how you have gone above and beyond to help a customer solve a problem. emphasize your ability to work well under pressure and maintain a positive attitude.