Top 21 Greatest customer service skills of All Time (The Ultimate List)

The business landscape has undergone a remarkable transformation in recent times. The integration of automation and artificial intelligence has empowered brands to enhance customer interactions without the need for additional workforce or increased expenditures.

While various automated systems revolutionize the operations of support teams, one crucial aspect remains evident: the significance of customer service soft skills in cultivating a customer-centric organization.

In the contemporary world, customers have become accustomed to diverse service models encompassing chat support, email assistance, phone helplines, and more.

To thrive and flourish, a brand must possess the ability to comprehend customer needs, address concerns effectively, and provide prompt solutions.

Even with an extensive grasp of product knowledge, it is imperative for your support team to adopt a proactive approach in crafting a customer-focused experience.

What are customer service skills for resume?

When applying for a customer service position, it's essential to showcase the relevant skills on your resume that employers are seeking. Below, I'll outline the top five customer service skills you should include and provide tips on how to demonstrate proficiency in each area.

  1. Communication Skills: Effective communication is crucial for customer service success. To exhibit strong communication skills, emphasize past roles where you interacted with customers, such as receptionist positions or handling phone inquiries. Provide specific examples of situations where you effectively resolved customer issues through clear and concise communication.
  2. Problem-Solving Skills: The ability to identify and solve customer problems is highly valued. Demonstrate your problem-solving skills by highlighting instances where you successfully resolved customer complaints or implemented solutions to prevent recurring issues. Mention any experience you have with process improvement or finding innovative ways to address customer concerns.
  3. Empathy: Empathy entails understanding and relating to the feelings and experiences of others. Showcase your empathy skills by discussing times when you went above and beyond to comprehend a customer's needs or concerns. Share stories of how you provided exceptional assistance, even if it exceeded your job requirements, to show your genuine care for customer satisfaction.
  4. Time Management: Effective time management is vital in customer service, where prompt responses are crucial. Highlight instances where you efficiently managed your workload, met deadlines, or implemented strategies to prioritize tasks and enhance productivity. Illustrate your ability to handle multiple responsibilities while ensuring timely and efficient service.
  5. Positive Attitude: A positive and customer-focused attitude can make a significant impact in customer service interactions. Highlight situations where you went the extra mile to create a positive experience for customers or maintained a positive attitude during challenging circumstances. Emphasize your ability to remain upbeat and optimistic while providing exceptional service.

21 Customer Service Skills Needed In 2023

1. Active Listening

Listening skills for customer service

Active listening is a powerful skill utilized in the realm of customer service to adeptly comprehend and address the requirements and apprehensions of customers. This technique encompasses wholeheartedly devoting one's attention to the customer, skillfully inquiring for further clarity, and skillfully mirroring back the customer's words to showcase a profound understanding of their standpoint.


In the realm of customer service, putting active listening into action entails several key practices:

  1. Give the customer your complete and undivided attention, whether you're interacting in person or over the phone. Minimize any distractions that could hinder your focus and attentiveness.
  2. Employ open-ended questions that encourage the customer to share more details about their issue or concern. These types of questions invite the customer to provide a more comprehensive explanation, allowing you to gain a deeper understanding of their situation.
  3. Paraphrasing the customer's statements to ensure accurate comprehension and to demonstrate active participation in the conversation.
  4. Showing empathy towards the customer's situation and emotions, while acknowledging the significance of their issue or concern.
  5. Tailoring solutions or presenting options that cater specifically to the customer's unique needs, based on the information they have shared.

Active listening proves to be highly effective in customer service for several compelling reasons: 

  • Trust and Rapport Building: By actively listening, you demonstrate a genuine interest in the customer's needs and concerns. This fosters a sense of trust and rapport, establishing a solid foundation for a positive interaction.
  • Comprehensive Understanding: Active listening allows you to fully grasp the customer's issue or concern. By attentively listening, you can gather all the necessary details and nuances, enabling you to identify the best possible solution or course of action.
  • Minimizing Misunderstandings: Engaging in active listening significantly reduces the likelihood of misunderstandings or miscommunications. By actively clarifying and confirming your understanding, you can avoid confusion and frustration that may arise from inaccurate interpretations.
  • De-escalation of Challenging Situations: Particularly in tense or emotional situations, active listening plays a crucial role in defusing potential conflicts. By demonstrating your attentiveness and empathy, you show the customer that you value their perspective and are committed to addressing their concerns effectively.

Active listening stands as an indispensable technique for customer service representatives. Through dedicated attention, thoughtful questioning, reflective summarization, and customized solutions, it paves the way for trust, clarity, and a positive customer experience.

Prioritizing tickets for customer service

2. The Ability To Prioritize

The ability to prioritize is a critical customer service skill that enables representatives to effectively manage multiple tasks and responsibilities, while ensuring that customer needs are met in a timely manner. Prioritization involves assessing the urgency and importance of tasks, and allocating time and resources accordingly.

In practice, prioritization in customer service may look like:

  • Assessing the urgency and importance of each customer issue or request, and prioritizing them based on their impact on the customer's experience.
  • Identifying key deadlines or time-sensitive tasks, and allocating time and resources to ensure that they are completed on time.
  • Delegating tasks to team members based on their skills and availability, in order to optimize efficiency and productivity.
  • Communicating priorities and timelines to customers and team members, to manage expectations and avoid misunderstandings.

The ability to prioritize can be highly effective in customer service for several reasons:

  • It helps to ensure that customer needs are met in a timely and efficient manner, which can enhance the customer experience and build loyalty.
  • It enables customer service representatives to manage their workload and avoid becoming overwhelmed or stressed.
  • It can help to optimize team efficiency and productivity, by ensuring that tasks are allocated to team members with the necessary skills and availability.
  • It can reduce the likelihood of errors or omissions, by ensuring that critical tasks are given the appropriate attention and resources.

To demonstrate the ability to prioritize in a customer service context, it is important to provide specific examples that showcase your skills and experience. For example:

  • Describe a time when you effectively managed multiple customer issues simultaneously, prioritizing them based on urgency and impact on the customer experience.
  • Highlight any experience you have with project management or task delegation, as these skills can be valuable in optimizing efficiency and productivity.
  • Describe how you communicate priorities and timelines to customers and team members, and any strategies you use to manage expectations and avoid misunderstandings.
  • Include feedback from customers or managers that praises your ability to manage your workload effectively and meet deadlines.

The ability to prioritize is a critical customer service skill that enables representatives to effectively manage multiple tasks and responsibilities, while ensuring that customer needs are met in a timely manner. By assessing the urgency and importance of tasks, allocating time and resources accordingly, and communicating priorities and timelines effectively, customer service representatives can enhance the customer experience and optimize team efficiency and productivity.

The importance of emotional intelligence in customer service

3. Emotional Intelligence

Emotional intelligence is a customer service skill that involves the ability to identify and manage one's own emotions, as well as to recognize and respond appropriately to the emotions of others. In customer service, emotional intelligence is essential for building strong relationships with customers, managing conflicts, and delivering effective solutions.

In practice, emotional intelligence in customer service may look like:

  • Being aware of your own emotions and managing them effectively, even in high-stress or challenging situations.
  • Recognizing and responding appropriately to the emotions of customers, including empathy, active listening, and acknowledging their feelings.
  • Managing conflict in a constructive and positive manner, by identifying the underlying emotions and working to find a mutually beneficial solution.
  • Building strong relationships with customers by showing genuine interest, respect, and care, and by adapting communication style to meet their needs.

Emotional intelligence can be highly effective in customer service for several reasons:

  • It helps to build trust and rapport with customers, by showing that you are attuned to their needs and concerns, and that you care about their experience.
  • It can reduce the likelihood of misunderstandings or conflicts, by enabling you to identify and respond appropriately to the emotions of customers.
  • It can help to de-escalate potentially challenging or emotional situations, by showing empathy and working to find a mutually beneficial solution.
  • It can lead to more positive customer interactions and outcomes, by improving communication and relationship-building.

To demonstrate emotional intelligence in a customer service context, it is important to provide specific examples that showcase your skills and experience. For example:

  • Describe a time when you effectively managed your own emotions in a challenging customer service interaction, and how this impacted the outcome.
  • Highlight any experience you have with conflict resolution or emotional management, and how you approach these situations in a constructive and positive manner.
  • Describe how you build rapport with customers, show empathy and adapt communication style to meet their needs.
  • Include feedback from customers or managers that praises your ability to connect with customers on an emotional level, and create positive outcomes.

Emotional intelligence is a critical customer service skill that involves the ability to identify and manage one's own emotions, as well as to recognize and respond appropriately to the emotions of others. By being aware of emotions, responding appropriately, managing conflict constructively, building rapport and using positive communication, customer service representatives can enhance the customer experience, build trust and rapport with customers, and improve outcomes.

Standard Practices for customer service

4. Standardized Practices

Standardized practices in customer service refer to the systematic approach of implementing consistent policies and procedures to ensure quality service delivery. It involves creating a set of guidelines, protocols and procedures that can be followed by all employees to ensure consistent service delivery and customer satisfaction.

The following are some examples of standardized practices in customer service:

  1. Timely response to customer inquiries and complaints - Every customer inquiry or complaint should be handled promptly, and the customer should be informed about the status of their issue and the expected resolution time.

  2. Consistent communication - Standardized practices in customer service require consistent communication with the customer throughout the entire service process, to keep them informed about what is happening and to ensure that their needs are being met.

  3. Consistent processes - To ensure quality service delivery, customer service representatives should follow a set of standardized processes when handling customer requests or inquiries. These processes should include gathering all necessary information, understanding the customer's problem, identifying the best solution, and following up with the customer to ensure their satisfaction.

  4. Standardized service levels - It is important to have a set of standardized service levels that can be consistently provided to customers. This can include, for example, standard response times for inquiries or complaints, standard wait times for support, and standard follow-up procedures.

  5. Documented procedures - Standardized practices should be documented and made accessible to all employees. This ensures that everyone follows the same procedures, and that new employees are quickly onboarded into the company's service standards.

The benefits of implementing standardized practices in customer service include:

  1. Improved customer satisfaction - Customers appreciate consistent service delivery, and standardized practices ensure that they receive the same level of service every time.

  2. Increased efficiency - By having documented and standardized procedures in place, customer service representatives can work more efficiently and with less confusion.

  3. Improved accountability - Standardized practices make it easier to track and measure performance, and to hold employees accountable for providing quality service.

  4. Better employee training - Standardized practices make it easier to train new employees and to ensure that they are equipped with the skills and knowledge needed to provide quality customer service.

To prove that you have experience with standardized practices in customer service, it is important to provide specific examples of how you have successfully implemented and followed these practices. This can include highlighting your experience in documenting procedures, consistently meeting service levels, improving customer satisfaction, and training new employees. You can also include feedback from customers or managers that recognizes your ability to follow standardized practices and provide quality service.

To be successful in customer service, patience is essential

5. Patience

Patience is an essential customer service skill that refers to the ability to remain calm and composed in difficult situations, especially when dealing with upset or irate customers. Patience can help customer service representatives to better understand and empathize with customers, provide effective solutions to their problems, and build stronger customer relationships.

The following are some tips on how to develop and demonstrate patience in customer service:

  1. Active listening - To demonstrate patience, it is important to actively listen to the customer's concerns and empathize with their situation. This means giving them your full attention, allowing them to fully express their concerns, and responding with empathy and understanding.

  2. Remaining calm - Patience also involves remaining calm in the face of difficult situations, even when customers may become upset or angry. This means controlling your emotions and responding in a professional and respectful manner.

  3. Providing alternative solutions - Sometimes, customers may ask for solutions that are not possible or practical. In these situations, demonstrating patience involves exploring alternative solutions and explaining them clearly and respectfully to the customer.

  4. Setting realistic expectations - Patience also involves setting realistic expectations with the customer, and explaining what steps will be taken to resolve their issue. This helps to manage the customer's expectations, and can help to avoid misunderstandings and disappointment.

  5. Respecting customer boundaries - Patience also means respecting the customer's boundaries and preferences, even if they may be difficult to accommodate. This involves understanding and respecting their needs and concerns, and responding appropriately.

To demonstrate your experience with patience in customer service, it is important to provide specific examples of how you have successfully remained calm and composed in difficult situations, actively listened to customers, and provided effective solutions to their problems. You can also highlight any customer feedback or testimonials that recognize your ability to demonstrate patience and provide excellent customer service.

The importance of digital literacy in customer service

6. Digital Literacy

Digital literacy is a critical customer service skill that involves being comfortable and proficient with various digital technologies, including software applications, social media platforms, and online communication tools. In today's digital age, digital literacy is becoming increasingly important for customer service representatives to effectively communicate and engage with customers through digital channels.

The following are some tips on how to develop and demonstrate digital literacy in customer service:

  1. Stay up-to-date with technology - To demonstrate digital literacy, it is important to stay current with the latest digital tools and trends. This may involve attending training sessions, reading industry publications, or simply experimenting with new technologies on your own.

  2. Use technology to enhance the customer experience - Digital literacy involves using technology to enhance the customer experience, such as by providing personalized and timely responses to customer inquiries through social media or email.

  3. Customize communication style based on the digital platform - Different digital platforms may require different communication styles, such as shorter and more concise messages for social media, or more detailed and personalized emails. Being proficient in various digital communication styles can help to build stronger customer relationships and improve the overall customer experience.

  4. Protect customer privacy and data - Digital literacy also involves understanding how to protect customer privacy and data, and adhering to industry standards and regulations, such as GDPR or HIPAA, when handling sensitive customer information.

  5. Adapt to changing technology - As technology continues to evolve, it is important to adapt and learn new digital tools and platforms as they emerge. This can involve being open to new ways of working, and continually seeking to improve and enhance the customer experience through digital channels.

To demonstrate your experience with digital literacy in customer service, it is important to provide specific examples of how you have successfully used digital technologies to enhance the customer experience, such as by effectively responding to customer inquiries through social media, or by using digital tools to automate routine tasks and improve efficiency. You can also highlight any certifications or training that demonstrate your proficiency in various digital tools and platforms.

Curiosity is a key customer service skill

7. Curiosity

Curiosity is a key customer service skill that involves a natural inclination to explore and learn about new things, including customer needs and expectations. In today's rapidly changing business environment, curiosity is becoming increasingly important for customer service representatives to be able to adapt to changing customer demands and provide exceptional service.

The following are some tips on how to develop and demonstrate curiosity in customer service:

  1. Ask questions - A curious customer service representative asks questions to learn more about the customer's needs and expectations. They seek to understand the root cause of the problem, and they ask probing questions to gain deeper insights.

  2. Be a good listener - Active listening is essential for demonstrating curiosity. By actively listening to the customer, you can pick up on subtle cues and signals that can help you better understand their needs and expectations.

  3. Stay informed - Curious customer service representatives stay informed about the latest industry trends, customer needs, and emerging technologies. This may involve attending training sessions, reading industry publications, or simply keeping up-to-date with the latest news and events.

  4. Experiment and innovate - A curious customer service representative is not afraid to experiment and innovate. They are always looking for new ways to improve the customer experience and are willing to try new strategies and technologies to achieve their goals.

  5. Seek feedback - A curious customer service representative seeks feedback from customers to learn how they can improve their service. They are not afraid of constructive criticism and are always looking for ways to improve their skills and knowledge.

To demonstrate your experience with curiosity in customer service, it is important to provide specific examples of how you have successfully used your curiosity to better understand customer needs and expectations, improve service quality, and build stronger customer relationships. You can also highlight any certifications or training that demonstrate your commitment to continuous learning and professional development.


Product Expertise is a key customer service skill

8. Product Expertise

Product expertise is a vital customer service skill that involves a deep knowledge and understanding of the products or services that a business offers. Having product expertise can help customer service representatives to provide accurate and detailed information to customers, address their questions and concerns effectively, and ultimately improve the overall customer experience.

The following are some tips on how to develop and demonstrate product expertise in customer service:

  1. Know your product inside out - The first step in developing product expertise is to thoroughly understand the products or services that your business offers. This includes knowing their features, benefits, and any limitations or potential issues.

  2. Keep up-to-date with product updates and changes - It is essential to stay up-to-date with any changes or updates to the products or services you offer. This may involve attending training sessions, reading product manuals or technical documentation, or keeping up-to-date with industry news and trends.

  3. Understand your target audience - Understanding your target audience is essential for providing effective customer service. This means knowing the specific needs, concerns, and expectations of your customer base and tailoring your product knowledge and communication style accordingly.

  4. Be approachable and friendly - Having a positive attitude and being approachable and friendly can help customers feel more comfortable asking questions and seeking help with products or services.

  5. Be patient and empathetic - Demonstrating patience and empathy with customers who may not have the same level of product knowledge as you can help build trust and understanding, which can lead to a better overall customer experience.

To demonstrate your product expertise in customer service, it is important to provide specific examples of how you have successfully used your product knowledge to solve customer problems, provide detailed information, and improve the overall customer experience. This may include highlighting any certifications, training, or experience that demonstrates your knowledge of specific products or services, and how you have applied that knowledge to improve customer satisfaction and increase sales or revenue.


Collaboration is a customer service skill

9. Collaboration

Collaboration is a vital customer service skill that involves working effectively with others to solve problems, share information, and provide support. Collaboration is essential for ensuring that customers receive timely and effective service, and it can also help to build a strong team culture and improve the overall customer experience.

The following are some tips on how to develop and demonstrate collaboration in customer service:

  1. Communicate effectively - Effective communication is the foundation of collaboration. This includes actively listening to others, sharing information in a clear and concise manner, and being open to feedback and different perspectives.

  2. Build relationships - Building strong relationships with colleagues and other departments is essential for effective collaboration. This may involve regular check-ins, informal meetings, or team-building activities.

  3. Be adaptable - Collaboration often requires flexibility and adaptability. Being willing to adjust your approach or work with others to find a solution can help build trust and encourage others to collaborate with you.

  4. Stay organized - Staying organized and keeping track of tasks and deadlines can help ensure that collaboration is productive and efficient.

  5. Be supportive - Supporting and encouraging others can help build a positive team culture and foster a collaborative work environment.

To demonstrate your collaboration skills in customer service, it is important to provide specific examples of how you have worked effectively with others to solve problems, share information, and provide support. This may include highlighting any team projects or initiatives you have been involved in and how you contributed to their success. Additionally, it is important to highlight any communication or relationship-building skills that you have developed and how you have used them to foster a collaborative work environment.

Positive Language is a customer service skill

10. Positive Language

Positive language is a customer service skill that involves using language that is clear, concise, and positive in tone. It is about using words and phrases that are uplifting, encouraging, and supportive, and avoiding negative language that can create confusion or anxiety in customers.

The following are some tips on how to develop and demonstrate positive language in customer service:

  1. Use clear and concise language - Using clear and concise language can help ensure that customers understand your message and reduce the likelihood of confusion.

  2. Use positive language - Using positive language can help to create a supportive and encouraging environment. This can include using words that are upbeat and optimistic, such as "happy," "pleased," or "delighted."

  3. Avoid negative language - Avoiding negative language, such as "can't," "won't," or "don't," can help to reduce the risk of confusion or anxiety in customers.

  4. Show empathy - Showing empathy and understanding towards customers can help to create a positive and supportive environment. This may involve acknowledging their concerns, using phrases such as "I understand," or "I hear what you're saying."

  5. Personalize the language - Personalizing the language can help to create a more meaningful and personalized experience for customers. This may involve using the customer's name, acknowledging their previous interactions with the company, or thanking them for their business.

To demonstrate your positive language skills in customer service, it is important to provide specific examples of how you have used positive language to create a supportive and encouraging environment. This may include highlighting any interactions with customers where you have used positive language to alleviate their concerns or create a positive experience. Additionally, it is important to highlight any empathy or communication skills that you have developed and how you have used them to create a more positive and supportive environment for customers.

Customer service starts with self-control

11. Self-Control

Self-control is a critical customer service skill that involves managing your own emotions and behaviors in a way that allows you to remain calm and professional, even in challenging situations. It is essential for customer service representatives to remain composed and respectful in order to provide exceptional customer experiences and maintain a positive reputation for their company.

The following are some tips on how to develop and demonstrate self-control in customer service:

  1. Identify triggers - One of the best ways to develop self-control is to identify your triggers. Knowing what situations, behaviors or statements tend to set you off will allow you to be better prepared and manage your reactions.

  2. Practice mindfulness - Mindfulness is a powerful tool that can help you remain present and focused, which can be especially useful in high-stress customer service situations. Taking a few deep breaths, focusing on your surroundings, and taking a few moments to ground yourself can help you remain calm and in control.

  3. Develop coping mechanisms - Developing healthy coping mechanisms, such as taking a walk, listening to calming music, or journaling, can be helpful in managing stress and maintaining composure in challenging situations.

  4. Stay positive - Maintaining a positive attitude can be helpful in remaining in control. Focusing on the positive aspects of a situation, instead of dwelling on the negative, can help you maintain a clear and professional demeanor.

  5. Set clear boundaries - Setting clear boundaries and expectations with customers can help you remain in control of the interaction. Clearly communicating what you can and cannot do, and providing reasonable timelines for resolving issues, can help you manage expectations and maintain your composure.

To demonstrate your self-control skills in customer service, it is important to provide specific examples of how you have remained calm and professional in challenging situations. This may include highlighting any interactions with customers where you were able to de-escalate a situation or resolve an issue in a positive and effective manner. Additionally, it is important to demonstrate your ability to set clear boundaries and expectations with customers while maintaining a positive and professional demeanor.


Analytical Skills for customer service skill

12. Analytical Skills

Analytical skills are essential in customer service as they involve the ability to evaluate information, identify patterns and trends, and use this information to make informed decisions. This skill is particularly important in customer service as it allows representatives to understand customer needs and provide effective solutions.

The following are some tips on how to develop and demonstrate analytical skills in customer service:

  1. Gather and assess information - Collect relevant information from the customer and assess it to understand the situation better. Ask questions and clarify information to ensure you have a complete understanding of the customer's needs.

  2. Identify patterns and trends - Use analytical tools to identify patterns and trends in customer feedback, complaints, and inquiries. Analyze data to identify common themes and use this information to provide targeted solutions.

  3. Problem-solving - Use analytical skills to identify the root cause of problems and develop effective solutions. Evaluate the different options and choose the one that offers the best results.

  4. Attention to detail - Analytical skills require attention to detail, so ensure you pay attention to small details and identify any inconsistencies in customer feedback.

  5. Communication - Communicate clearly and effectively when providing solutions to customers. Present the information in a way that the customer can easily understand.

To demonstrate your analytical skills in customer service, it is important to provide specific examples of how you have used analytical tools and techniques to understand customer needs and provide effective solutions. This may include highlighting any situations where you were able to identify patterns and trends in customer feedback or complaints and develop targeted solutions to address the issue. Additionally, it is important to demonstrate your attention to detail and ability to communicate complex information in a way that is easy for customers to understand.

Time Management for customer service skill

13. Time Management

Time management is an important skill in customer service as it allows representatives to effectively balance their workload and prioritize their tasks to provide timely and efficient solutions to customers. Here are some tips on how to develop and demonstrate time management skills in customer service:

  1. Prioritize tasks - Assess your workload and prioritize your tasks based on urgency and importance. This will help you to focus on the most critical tasks first and ensure that you are providing timely responses to customers.

  2. Use time management tools - Use time management tools such as calendars and to-do lists to organize your tasks and ensure that you are staying on track. Set reminders and alerts to help you manage your time effectively.

  3. Break down tasks - Break down larger tasks into smaller, more manageable tasks. This will help you to focus on one thing at a time and make the task feel less overwhelming.

  4. Manage distractions - Limit distractions by turning off notifications on your phone and email or closing unnecessary tabs on your computer. This will help you to stay focused and manage your time more effectively.

  5. Monitor your progress - Regularly monitor your progress and make adjustments as necessary. This will help you to stay on track and ensure that you are meeting your deadlines.

To demonstrate your time management skills in customer service, it is important to provide specific examples of how you have prioritized tasks, managed your workload, and met deadlines. This may include highlighting any situations where you were able to effectively manage your time to provide timely and efficient solutions to customers. Additionally, it is important to show how your time management skills have led to improved productivity, quality of work, and customer satisfaction.

Persuasive Speaking Skills for customer service

14. Persuasive Speaking Skills

Persuasive speaking skills are essential in customer service as they help representatives to effectively communicate with customers and influence their decisions. Here are some tips on how to develop and demonstrate persuasive speaking skills in customer service:

  1. Understand your audience - To persuade your audience, you must understand their needs, interests, and concerns. Take the time to listen to your customers and ask questions to gain a better understanding of their perspective.

  2. Focus on benefits - Instead of simply listing features, focus on the benefits of your product or service. Explain how it can solve the customer's problem or meet their needs.

  3. Use evidence - Use evidence such as statistics, testimonials, and case studies to support your arguments. This can help build credibility and increase the customer's confidence in your product or service.

  4. Use storytelling - Use storytelling to create an emotional connection with the customer. Share examples of how your product or service has helped other customers and how it can help them too.

  5. Be confident - Speak with confidence and conviction. Use strong and positive language to convey your message and inspire trust in the customer.

To demonstrate your persuasive speaking skills in customer service, it is important to provide specific examples of how you have successfully persuaded customers to purchase your product or service. This may include highlighting any situations where you were able to effectively communicate the benefits of your product or service and overcome any objections or concerns. Additionally, it is important to show how your persuasive speaking skills have led to increased sales, customer satisfaction, and enhanced reputation for the company.

Adaptability is a customer service skill

15. Adaptability

Adaptability is an important customer service skill that allows representatives to adjust to changes in the customer's needs or situation. Here are some tips on how to develop and demonstrate adaptability in customer service:

  1. Stay calm and flexible - When faced with unexpected situations, it's important to remain calm and flexible. This can help you to think on your feet and quickly come up with solutions that meet the customer's needs.

  2. Be open to feedback - Accept feedback from customers, colleagues, and supervisors and use it to improve your performance. Being open to constructive criticism can help you to identify areas where you need to adapt and improve.

  3. Learn from mistakes - Mistakes are inevitable in customer service, but it's important to learn from them and use them as opportunities to improve. This can help you to develop the skills and knowledge needed to better serve your customers in the future.

  4. Be proactive - Anticipate potential problems or challenges and take steps to address them before they become bigger issues. This can help you to adapt quickly and effectively to changing situations.

  5. Be a team player - Work collaboratively with colleagues to find solutions to problems and meet the customer's needs. Being willing to help and support others can help you to build strong relationships and enhance your adaptability.

To demonstrate your adaptability in customer service, it is important to provide specific examples of how you have successfully adapted to changing situations to meet the customer's needs. This may include highlighting any situations where you were able to remain calm and flexible, anticipate potential problems, or work collaboratively with colleagues to find solutions. Additionally, it is important to show how your adaptability has led to improved customer satisfaction, efficiency, and enhanced reputation for the company.


Creativity is a customer service skill

16. Creativity

Creativity is an important customer service skill that allows representatives to find unique solutions to problems and provide a more personalized experience for customers. Here are some tips on how to develop and demonstrate creativity in customer service:

  1. Think outside the box - When faced with a problem, try to approach it from a different angle or perspective. This can help you to find unique solutions that may not have been considered before.

  2. Personalize the experience - Use your creativity to personalize the customer's experience and make it more memorable. This can include creating customized solutions or providing unique recommendations based on the customer's preferences and needs.

  3. Use your resources - Take advantage of the resources available to you, such as company policies, tools, and training materials, to find creative solutions to problems.

  4. Be willing to take risks - Don't be afraid to take calculated risks and try new approaches to problem-solving. This can help you to stand out from other representatives and provide a more innovative and effective customer service experience.

  5. Keep learning - Continuously educate yourself on new trends and best practices in customer service. This can help you to stay up-to-date on the latest tools and techniques, and to find new ways to be creative in your role.

To demonstrate your creativity in customer service, it is important to provide specific examples of how you have used your creativity to provide a personalized and unique experience for customers. This may include highlighting any situations where you were able to think outside the box, personalize the experience, use company resources to find creative solutions, take calculated risks, or learn new techniques to improve your creativity. Additionally, it is important to show how your creativity has led to enhanced customer satisfaction, increased efficiency, improved reputation, and increased job satisfaction.


Writing Skills is a customer service skill

17. Writing Skills

Writing skills are essential in customer service to ensure that all communication with customers is clear, concise, and professional. Here are some tips on how to develop and demonstrate strong writing skills in customer service:

  1. Use proper grammar and punctuation - Correct grammar and punctuation is crucial for clear communication with customers. Make sure to proofread all written communication before sending it to ensure it is error-free.

  2. Write clearly and concisely - Customers should be able to understand the information provided in written communication easily. Use short and simple sentences and avoid using technical jargon or complex language.

  3. Be personable and engaging - While maintaining a professional tone, use friendly language that engages the customer and creates a positive experience.

  4. Use active voice - Writing in the active voice makes the communication more direct and understandable.

  5. Tailor writing to the customer's needs - Each customer is unique, and their writing communication should be tailored to meet their specific needs. Be sure to consider the customer's preferences and knowledge level and adjust the language and tone accordingly.

To demonstrate your strong writing skills in customer service, be sure to provide specific examples of how you have effectively communicated with customers in writing. This may include highlighting any situations where you were able to use proper grammar and punctuation, write clearly and concisely, engage customers in a friendly manner, use active voice, and tailor communication to meet the customer's specific needs. Additionally, it is important to show how your strong writing skills have led to enhanced communication, increased customer satisfaction, professionalism, and improved efficiency.



Tenacity is a customer service skill

18. Tenacity

Tenacity is a critical skill in customer service that enables representatives to persevere through challenging situations and find solutions to problems. Here are some tips on how to develop and demonstrate strong tenacity in customer service:

  1. Stay motivated and positive - It is important to remain positive and motivated even when facing challenging situations. A positive attitude can help to overcome obstacles and find creative solutions.

  2. Be persistent - Tenacity involves persistence and the ability to keep trying until you find a solution. Don't give up easily and continue to work towards a resolution.

  3. Show determination - Demonstrate a strong work ethic and determination to solve problems. This can be achieved through taking ownership of issues and seeing them through to resolution.

  4. Be resourceful - Tenacity often involves finding alternative solutions to problems. Be creative and use all available resources to find a resolution.

  5. Develop problem-solving skills - Strong problem-solving skills can help to overcome challenges and find effective solutions to problems.

To demonstrate strong tenacity in customer service, provide specific examples of how you have persisted through challenging situations to find effective solutions. Highlight situations where you remained motivated and positive, were persistent in finding a solution, demonstrated determination and a strong work ethic, were resourceful in finding alternative solutions, and used problem-solving skills to overcome obstacles. Additionally, be sure to show how your strong tenacity has led to increased customer satisfaction, confidence, productivity, and a stronger work ethic.



Consistency is a customer service skill

19. Consistency

Consistency is a crucial skill in customer service that involves delivering the same high-quality service to every customer, every time. Here are some tips on how to develop and demonstrate strong consistency in customer service:

  1. Develop Standard Operating Procedures (SOPs) - Create a set of SOPs that outline the service standards and procedures for delivering consistent customer service.

  2. Maintain attention to detail - Consistency involves paying attention to details and ensuring that all tasks are completed correctly and to the same high standard.

  3. Create a culture of consistency - Encourage a culture of consistency by promoting the importance of delivering consistent service to every customer.

  4. Provide regular training and coaching - Ensure that all customer service representatives receive regular training and coaching to reinforce the importance of consistency and to develop the skills needed to deliver consistent service.

  5. Use customer feedback to improve - Use customer feedback to identify areas where service may not be consistent and implement changes to improve the overall customer experience.

To demonstrate strong consistency in customer service, provide specific examples of how you have delivered consistent service to customers. Highlight situations where you followed SOPs, paid attention to detail, created a culture of consistency, received training and coaching, and used customer feedback to improve service. Additionally, be sure to show how your strong consistency has led to increased customer loyalty, improved reputation, greater efficiency, and reduced costs.

Making decisions is a customer service skill

20. Decision-Making

Effective decision-making is a critical skill in customer service that involves making sound and informed decisions to resolve customer issues and enhance their experience. Here are some tips on how to develop and demonstrate strong decision-making skills in customer service:

  1. Gather and analyze information - To make informed decisions, it's important to gather and analyze relevant information, including customer feedback, service metrics, and industry best practices.

  2. Consider multiple options - Before making a decision, consider multiple options and weigh the pros and cons of each, taking into account the potential impact on the customer and the business.

  3. Follow established procedures - When possible, follow established procedures and guidelines for making decisions, such as those outlined in standard operating procedures (SOPs) or company policies.

  4. Use critical thinking - Apply critical thinking skills to assess the situation, identify potential challenges, and develop effective solutions.

  5. Seek input from others - Consult with other team members, supervisors, or subject matter experts to gain additional perspectives and insights that can inform the decision-making process.

To demonstrate strong decision-making skills in customer service, provide specific examples of how you have made informed and timely decisions to resolve customer issues. Highlight situations where you have gathered information, analyzed the situation, evaluated options, made a decision, and monitored and adjusted as necessary. Additionally, be sure to show how your strong decision-making has led to improved customer satisfaction, increased loyalty, enhanced reputation, and greater efficiency.


21. The Ability To Admit Not Knowing Something

The ability to admit not knowing something is a valuable customer service skill that involves acknowledging when you do not have the answer to a customer's question or do not know how to resolve their issue. Here are some tips on how to develop and demonstrate this skill in customer service:

  1. Be honest - Admitting you do not know something may be difficult, but it is important to be honest with the customer and avoid providing inaccurate or incomplete information.
  2. Ask for help - If you do not know the answer to a customer's question or do not know how to resolve their issue, ask for help from a more experienced colleague or supervisor.
  3. Offer alternative solutions - Even if you do not have the answer to the customer's question, you can offer alternative solutions, such as directing them to relevant resources or offering to follow up with more information later.
  4. Follow up - If you need to follow up with the customer, make sure to do so in a timely manner and provide the information or solution you promised.

To demonstrate the ability to admit not knowing something in customer service, provide specific examples of how you have been honest with customers about what you do not know and how you have offered alternative solutions or followed up with more information. Additionally, show how this skill has helped you to build trust with customers and avoid mistakes, and how it demonstrates your humility and willingness to learn.

Are good customer service skills learned or natural ability?


Good customer service skills can be both learned and a natural ability. While some people may have a natural inclination towards certain skills, such as active listening or empathy, most customer service skills can be developed and improved through training, practice, and experience.

Training programs, workshops, and online courses can help individuals learn and improve customer service skills such as communication, problem-solving, and conflict resolution. Role-playing and simulations can also provide opportunities for individuals to practice and refine their skills.

On the other hand, some individuals may have a natural aptitude for certain skills, such as being empathetic or having a positive attitude. However, even those with a natural ability for customer service skills can benefit from training and practice to further develop and refine their skills.

Ultimately, a combination of natural ability and training is likely to lead to the most effective and successful customer service interactions. With practice and experience, individuals can continue to improve their skills and provide exceptional customer service.

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