In the dynamic world of customer service, where the human touch can be the linchpin of customer loyalty, identifying and nurturing the right personality traits in your team members is crucial.

When you handpick your customer service team based on their individual personalities as much as their skills, you’re onto something big. Better experiences lead to happier clients which naturally sets any company on a winning streak.

Here’s a comprehensive list of the 20 personality traits that define the perfect customer service employee:

1. Empathy

The ability to understand and share the feelings of another is at the core of effective customer service. Empathy allows employees to connect with customers on a personal level.

2. Patience

Customer service can test one’s patience, but the ability to remain calm and understanding, even in challenging situations, is invaluable.

3. Communicative

Excellent verbal and written communication skills ensure clarity, prevent misunderstandings, and build rapport with customers.

4. Active Listening

By fully concentrating, understanding, responding, and then remembering what is being said, employees can better solve customer issues.

5. Adaptability

The capacity to adjust to new conditions and handle unexpected challenges is critical in the fast-paced customer service environment.

6. Attentiveness

Paying close attention to the needs of customers allows employees to provide tailored service and make customers feel valued.

7. Problem-Solving Skills

The ability to think on one’s feet and devise effective solutions is key to resolving customer issues efficiently.

8. Positive Attitude

Maintaining a positive demeanor, even in less-than-ideal circumstances, can significantly impact the customer experience.

9. Product Knowledge

An in-depth understanding of the products or services being offered is essential to answer questions and resolve issues competently.

10. Persuasiveness

The ability to convince customers about the benefits of a product or service, or to calmly persuade them during conflict resolution.

11. Resilience

The capacity to recover quickly from difficulties; not taking things personally is vital in customer service.

12. Detail-Oriented

Paying attention to the small details can make a big difference in understanding and solving customer issues.

13. Professionalism

Exhibiting a professional demeanor in all interactions builds trust and respect with customers.

14. Multitasking

The ability to handle multiple tasks simultaneously is necessary in a busy customer service environment.

15. Team Player

Collaborating effectively with others ensures that the customer service department works as a cohesive unit.

16. Self-Control

Maintaining composure in stressful situations protects both the employee’s and the company’s reputation.

17. Enthusiasm

A genuine enthusiasm for helping others enriches customer interactions and enhances the service experience.

18. Curiosity

A desire to learn and understand more about customers and how to serve them better can lead to improved service strategies.

19. Efficiency

Being able to provide prompt service without sacrificing quality is essential for customer satisfaction.

20. Integrity

Honesty and strong moral principles ensure that employees treat customers and their concerns with respect and fairness.

While it’s rare to find individuals who excel in all these areas, focusing on these key traits during the hiring process and nurturing them through ongoing training and development can help build a team that truly represents the gold standard in customer service.

As customer service managers, if you spot and nurture these qualities in your team, not only will it boost the performance of individuals and the group as a whole, but it also cements your company’s status as a leader in delivering outstanding customer service.

About the Author

Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity.

It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example:

1. Active Listening

Active listening is identified by 64% of HR professionals as the most critical leadership skill. Active listening isn’t just about hearing what your customers say—it’s about understanding their needs and responding accordingly. Be present in the conversation, and avoid distractions. Echo their concerns to confirm understanding and show empathy.

2. Empathy

Understanding your customers’ emotional needs can transform a service experience. In fact, a study published in the Journal of Business Research found that emphatic behavior of employees during service interactions increases service brand satisfaction and loyalty. Put yourself in your customers’ shoes and respond with genuine care and concern. Your empathy will build trust and is the cornerstone of a positive customer service interaction.

3. Patience

Customers may come to you frustrated or confused. Demonstrating patience is critical, as it helps to calm the situation and allows you to provide thoughtful and complete solutions to their issues.

4. Clear Communication

Clarity in communication can prevent misunderstandings and serve to reassure customers. Be direct yet polite, concise, and ensure you provide all necessary information.

5. Product Knowledge

A deep understanding of your products or services is fundamental. You should be able to answer questions confidently and assist customers effectively, enhancing their trust in your brand.

6. Positive Language

It’s well known that consumers consider customer service when making purchasing decisions, with 78% using customer service to decide whether to buy from a company. It’s therefore important to use positive language that focuses on solutions rather than problems. For instance, saying “This will be available next week!” instead of “This isn’t available right now.”

7. Personalization

Show your customers that they are valued individuals. Use their name, remember past interactions, and personalize your service. This level of care can create a memorable customer experience. Other ways to personalize the experience are by offering customized solutions or rewards to loyal customers.

8. Proactive Approach

Demonstrate your commitment to customer satisfaction by being proactive. Reach out to customers before they have a problem, follow up after a service interaction, and anticipate their needs.

9. Feedback Collection

Feedback is a gateway to continual improvement. Seek, acknowledge, and use customer feedback to refine your service and better meet customer expectations. Ways to gather customer feedback are through surveys, social media channels, and direct communication.

10. Teamwork

A positive customer service experience involves multiple team members working cohesively towards a common goal. Encourage collaboration and support among team members to ensure efficient and effective service delivery.

11. Ownership

Taking ownership of customer issues shows accountability, responsibility, and reliability. Customers appreciate when they feel heard and understood, and their problems are being taken seriously. Take ownership of resolving customer issues, even if it means escalating them to higher management.

12. Solution-Oriented Approach

Instead of fixating on the problem, keep the focus on finding a solution. Train your mind and your team’s to think creatively about how to overcome challenges

13. Consistency

Have you ever walked in to a different branch of a store only to receive completely different levels of service? Consistency in service reassures customers that they can always expect the same high standards. Strive to provide uniformly excellent service in every encounter.

14. Continuous Learning

The best customer service professionals are lifelong learners. Stay updated on best practices, new tools, and technologies that can enhance the customer service experience. Use online training to continuously develop your skills and knowledge.

15. Admitting Mistakes

Nobody is perfect, and mistakes can happen. When a mistake does occur, admit it and apologize sincerely to the customer. As mentioned, taking responsibility for your mistakes shows honesty and integrity, which can strengthen the customer’s trust in you and your company. It also provides an opportunity to rectify the situation and turn a negative experience into a positive one.

These twelve strategies are about infusing a customer-centric approach into every facet of your service delivery. By demonstrating a customer service mindset, you set a powerful precedent for your team and create service experiences that can turn satisfied customers into loyal advocates.

About the Author

Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

In the spirit of St. Valentine’s Day, it’s the perfect occasion to fall in love with exceptional customer service practices that make your clients swoon.

As a customer service manager, you’re in a unique position to foster relationships that leave a lasting impression of warmth and personalized care, making every interaction feel like a St. Valentine’s gesture of appreciation.

Below are heartfelt strategies that will not only make your customers feel truly special but are bound to infuse your customer service approach with a Cupid’s touch of delight and loyalty.

Listen with Love

Just as a good relationship hinges on listening, so does excellent customer service. Ensure every member of your team understands the golden rule: listen actively to what customers are saying—both verbally and non-verbally. By opening a heartfelt dialogue, you validate their concerns and create an emotional connection, fundamental for a lasting relationship. Endeavor to really hear your clients’ feedback, hopes, and even complaints.

Tip: Deploy customer feedback tools and actively ask for opinions to show customers you value their voices and want to grow with their insights.

Kindness Comes First

Genuine kindness goes a long way, and during St. Valentine’s Day, a dose of kindness can transform a simple service interaction into an impactful experience. Train your team to sprinkle their communication with kindness, whether they’re responding to emails, answering calls, or engaging in live chats. Small gestures of politeness and empathy will make it clear that your organization puts people first.

Tip: Encourage your service reps to personalize interactions with warm language, and consider sending a small St. Valentine’s token of appreciation to repeat clients.

Go the Extra Mile with Delight

Nothing says “I care” quite like going beyond expectations. St. Valentine’s Day is an opportunity to show your commitment to your clients by delivering that unexpected extra that makes their experience memorable. Can you wrap products in special packaging, or provide an unexpected upgrade? This is the time to be inventive with your gestures.

Tip: Implement a ‘Delight Initiative’ where each team member goes above the call of duty at least once a day to surprise a customer and create a ‘wow’ moment.

Incorporating Heartfelt Service Year-Round

While St. Valentine’s Day offers a themed opportunity to emphasize love in customer care, these strategies should be the beating heart of your service department all year round:

• Personalized Interactions: Make every point of communication with a customer as personalized as possible. Remembering past interactions can make a customer feel seen and valued.
• Timely Responses: Demonstrate respect for your customers’ time by ensuring swift responses. Fast and efficient service shows that you prioritize their satisfaction.
• Authenticity: Encourage your team to be themselves; authenticity in customer service builds trust and rapport faster than any scripted response ever could.
• Consistency: Offer the same high level of service regardless of the season. Your company should radiate customer love whether it’s February or September.

Embrace these customer service tips to create an environment where customers feel cherished and appreciated. By weaving empathy, personalized care, and that extra sprinkle of St. Valentine’s spirit into your daily interactions, you’ll not only enhance customer satisfaction but also foster enduring loyalty.

Let the season of love galvanize a renewed commitment to making your customers’ hearts flutter with every interaction!

The Centers for Medicare and Medicaid Services (CMS) test call season is right around the corner, which means prospective beneficiary call centers are bracing themselves for the Accuracy & Accessibility Study.

The Accuracy & Accessibility Study is part of the CMS Star Ratings program and includes test calls that are made by CMS “secret shoppers” every year between February and June. The purpose of the test calls is to measure the accuracy of the information provided to a prospective beneficiary as well as the accessibility of interpreters in French, Spanish, Vietnamese, Cantonese, Mandarin, and Tagalog. The test callers ask a series of questions related to the plan’s policy, which an interpreter must interpret quickly and accurately.

While call center performance represents a small portion of an organization’s Star Rating, a lower rating can mean the loss of millions of dollars in reimbursements. Star Ratings are also a marker of plan quality and published on the Medicare Pathfinder (MP); if a plan receives a score of fewer than 3 stars for three years in a row, the plan is flagged with a low-performing icon. Medicare Advantage plans that receive a 5-star rating can enroll beneficiaries and market their products year-round.

Preparing for CMS test call season requires strategy, training, and a close-knit partnership with your organization’s language services partner, but the process doesn’t have to feel like a black box. Here’s how you can set your organization up for success.

Equip Your Agents for Success

It’s a stressful season, and you want your agents to feel at ease and confident that they’re armed with the knowledge and support they need to succeed.

• Set expectations with agents. Clarify their roles, goals, and performance expectations so they know exactly what’s expected of them and how they can contribute during CMS test season.
• Ensure that agents can quickly identify a CMS test call. Train teams to recognize the signs that a call is actually a test call—for example, overly scripted language or formulaic questions.
• Collect and share past questions. Because many questions are recycled from one year to another, it can be helpful to collect questions asked during past test call seasons to help your teams make a quick ID. Pass these along to your language services provider as well.
• Furnish agents with informational scripts. This can help them facilitate communication intended to educate and answer prospective beneficiary questions, even if an interpreter is not needed.
• Ensure that agents know how to access help. Make sure that they understand how to quickly and efficiently loop an interpreter in and that they have ample support during calls.

Reinforce Your Call Center Operations

While agents play a critical role in answering CMS auditor questions and looping in an interpreter when needed, their success hinges on the processes you put in place in the call center.

• Ensure that your organization is listed accurately on the Health Plan Management System (HPMS) list, which CMS uses to make test calls. Verify your toll-free beneficiary call center numbers, toll-free pharmacy help desk numbers, and current and prospective enrollee toll-free TTY numbers. Inaccurate phone numbers can cause you to receive poor results on the measures.
• Periodically review your call center’s internal processes, policies, and training protocols to make sure they’re up-to-date and reflect best practices. This includes things like establishing a phone line dedicated to your CMS calls and implementing an internal monitoring program to verify that every call your agents handle—regardless of whether the beneficiary needs an interpreter—is up to par.
• Staff up during test call season. Ensure that you are adequately staffing your call center during CMS-designated “usual business hours,” so your agents can answer test calls promptly.

Choose Your Language Services Provider Wisely

Whether you already have a partner in place or are evaluating potential partners, you should ensure that your language services provider is experienced with CMS call monitoring requirements.

• Ensure that your language services provider takes test call season just as seriously as you do. Learn more about the organization’s approach to supporting health plan clients before, during, and after CMS test call season. Look for a partner who has a comprehensive year-round program focused around CMS that targets not just interpreters but also their call center.
• Work with an organization that has a proven track record. A seasoned language services provider will not only be knowledgeable about CMS regulations, but will also staff interpreters who are familiar with CMS terms and test calls, able to correctly interpret and completely relay Medicare program information, and comfortable with protocols to ask for repetition or clarification to ensure accuracy.
• Make sure your partner has the right resources in place. Ensure that your partner has ample interpreters in the six languages required by CMS—including Tagalog, which can be difficult to staff for—and who are familiar with the precise terminology the auditor will be listening for.
• Evaluate the provider’s quality assurance (QA) processes, particularly around CMS calls. They should expect—and be willing—to take part in regular calibration sessions to review any calls that failed.
• Use the CMS test call season to bolster your relationship with your language services provider. Your relationship should be a collaboration, one that doesn’t end when test call season does. Share your test call results with your partner, so they can better decide where to put more resources to help you perform at your best next year.

Above all, ensure that everyone—from your operations managers and your agents to your language services provider—understands the critical importance of the CMS test call season. The process is designed to advance health equity, improve quality, and help eliminate health care disparities—and it can also impact your organization’s bottom line. By taking steps to prepare your agents, call center, and language services provider, you can feel confident that you’re putting your best foot forward.

About the Author

Kristin Quinlan serves as CEO of Certified Languages International (CLI), a U.S.-based, on-demand interpreting company founded in 1996. Kristin joined the company in 1999, rising to CEO in 2006. With over 250 employees and thousands of professional interpreters, CLI is a full-service language company specializing in remote interpreting services over phone and video in 230+ languages, servicing 20,000–30,000 calls per day. Thousands of organizations across the country rely on CLI to help them communicate with a growing demographic of limited English proficient (LEP) speakers in every industry, including financial institutions, call centers, insurance companies, government agencies, court systems, schools, healthcare systems and medical clinics, pharmacies, utilities, telecommunications, technology, retail, and technology companies. Under Kristin’s leadership, CLI isn’t just a provider of interpreter services, but an advocate fighting for the greater good of comprehensive language access.

About Certified Languages International

Established in 1996, Certified Languages International (CLI) provides fast and easy 24/7 access to 2,500+ professional interpreters over phone and video in 230+ languages, servicing up to 30,000 calls per day. Interpreters with industry-specific knowledge are carefully selected and stringently vetted to ensure they can provide effective communication between parties who speak different languages, which can help build trust between businesses and their clients. In addition to remote interpreting services, CLI offers a virtual interpreter call center solution, document translation in 100+ languages, transcription (audio, video, and Braille), and assessments for bilingual proficiency and interpreter skills. The company’s exemplary language services are complemented by its commitment to collaborative partnerships with clients, high-touch support, and extraordinary customer service. CLI isn’t just a provider of interpreter services but also an advocate fighting for the greater good of comprehensive language access.

A company may have an excellent product but if the customer service is not helpful, not reliable, or difficult to reach, then the company may lose. Customer service is providing the best quality of service before, during, and after-sales or service. Providing an excellent one is going the extra mile to make any customer experience satisfaction. Like any other skill, customer service should be sharpened from time-to-time because they may get dull and less effective.

Here are tips on how you can enhance customer service skills and win in the business:

1. Know Your Products and Services

Product knowledge is acquiring all the information about the product or service being sold. Customer service should exhibit a high confidence level to be able to gain people’s trust in what you are trying to offer them. Knowing about the product also makes the customer service staff understand the customer needs thus he knows which are the important product features that can answer these needs of the customer.

2. Listen Actively

People in customer service will not always have the solution to every problem brought by their customers but they can still give good service by practicing to listen and give attention. In this way, negative feedback can be turned into a positive one, because it made the customer feel that the company has engaged itself in the customer’s situation. Customer service conversations should be a venue for the customer to talk to and the customer service staff to listen to. This is one way of improving the team’s performance when dealing with customer concerns. Listening attentively is giving the customer a good experience with the company.

3. Empathize with Your Customers

While active listening may lead to empathy, customers will feel that your customer service staff has understood how they feel. While listening, connect through their eyes, this way, your customer can feel that you are very much willing to help them. This will avoid any conflict or negative feelings between your company and the customer, thus establishing a good relationship with them.

4. Communicate Effectively

Miscommunication ignites frustration and you don’t want this to happen to your customers. Great communication is a skill that can be learned. People start to learn English, the universal language in communicating at a young age. Things that are first learned are kind words; “thank you”, “please”, and “welcome”. But it should not end here, improving communication skills can help improve customer service. Communicating politely,  knowing how to deliver the correct message, and being able to ask questions effectively in gathering information from the customer. Continually training your team to communicate clearly and effectively will always resort to positive results.

5. Be Systematic

Handling customer concerns is a process. It is not just getting the information and giving a solution or an offer. It should come with a process to be followed so that the issue is addressed properly. Here is a four-step process that can make your customer service experience impressive for your customers:

1. Controlling the situation will give confidence to the customer.
2. Be able to acknowledge the problem and,
3. Refocus politely by saying that the company will look in every possible step to give action about the issue.
4. Lastly, giving solutions to the problem that the customer is facing

Following this method can make your customer stay, giving your business a good reputation.

6. Automate your system

Improving customer service can be improving your technical skill in handling emails, calls, or chats. One way of giving your customers an impressive experience is to provide live help. This will let them know that they will have real-time feedback, without waiting for any response any longer. You can provide a chatbot on your page so that it can be easily accessed by your customer, this is more convenient for them because they will not be looking for contact numbers or they do not need to drive back to your shop. This can improve your skills by getting information from data gathered by the system and you can come up with immediate responses and add more possible solutions to every issue that your customers encounter.

7. Get Feedback

One of the best ways to learn and improve is to get customer feedback. Ask what your customers want, know how they feel, and seek suggestions. Analyzing the information you get from them can give you an overview of how well your customer service team is performing, what areas need improvement, and what other ways you can do to keep customer service the best experience that your customers will have.

All these steps can make your customer service a positive one. Make customers feel satisfied with any transaction they have with your products or services. Meeting customer expectations means that you have a good one, exceeding this means you are excellent.

At first sight, it might not seem like project management has a lot to do with customer service.

Being a project manager sounds more like a methodical job, where you coordinate lots of tiny moving pieces, manage tasks, research, fill in spreadsheets, strategize and write progress reports.

When thinking of a PM, we picture someone sitting behind a desk, elbows deep in paperwork, not someone working in the dynamic and interactive environment of customer service. However, between project management and customer service there are more similarities than you might think. Ultimately, isn’t customer satisfaction the goal of every project?

If you’re currently training to become a project manager, you’ll be surprised to discover that many of the skills you will learn have a lot in common with customer service. Here are some of them:

Being a good listener and communicator – one of the main skills you’ll learn in PMP training

As a customer service representative, communication is the most important part of your job, which entirely revolves around talking to customers, carefully listening to their concerns, understanding their point of view, and suggesting ways to improve things. We simply can’t picture someone working effectively in customer service without having good communication skills and the same goes for project management.

As a PM, you have to communicate with your team, managers, and clients to make sure that everything works together like cogs in a well-oiled machine. You have to address things such as goals, responsibility, and performance and, unless you’re a good communicator, you’ll come across many bumps in the road.

According to the Project Management Institute, a project manager should spend 90% of their time communicating. Poor communication has a major impact later in the project life and one single misunderstanding can have a snowball effect and affect not just the harmony of the team but also the success of the project. One out of five projects misses its mark because of ineffective communication so if you want to be a great project manager, start here.

Contrary to popular belief, PMP Training isn’t just about understanding PM terminologies and concepts or applying global PM standards. It’s also about learning how to work with people, share ideas, listen to feedback, and communicate goals clearly, whether it’s face-to-face or via online collaboration tools. If you don’t have formal training in project management, we highly recommend that you sign up for a course. To a certain extent, you’re naturally inclined to be a PM, but you need formal PMP training to polish your skills, get certified, and unlock more career prospects.

Problem-solving

In customer service, problem-solving mostly refers to finding quick solutions to customer complaints and managing issues before they leave a bad review or change providers.

As a project manager, you’ll also have to know problem-solving techniques and learn how to manage issues both short and long term. This includes important steps such as identifying the problem and its cause (technical malfunction, human error, external event, etc.), mitigating its impact, and taking long-term measures so it doesn’t happen again in the future.

Project managers are often tempted to think that they don’t have enough time to analyze problems and get to the bottom of things and they tend to only apply quick fixes. However, that can be counterproductive. In an interview in Harvard Business Review, Corey Phelps, a strategy professor at McGill University, explains that even experienced managers make the mistake of jumping to conclusions and rush to find a solution quickly, without taking the time to research the problem first.

As businesses become more digitized and new technologies such as AI and Big Data make their way to day-to-day processes, even seasoned managers who have been working in issue management for years can make mistakes simply because the workplace is evolving. It’s therefore time to have a slower approach and spend more time researching and analyzing.

In 2018, the Word Economic Forum had already predicted that in 2020 jobs across all industries will require complex problem-solving as one of their core skills, so if you want to be a great project manager, work towards becoming a strategic problem-solver first. The Project Management Institute suggests a series of new “rules” for modern problem-solving:

• The first objective of problem-solving shouldn’t be solving the problem but preventing team members from making additional mistakes.
• Before engaging in any type of data-gathering process, team members must first agree on the root of the problem and the set of questions that need to be asked. Otherwise, data will only become confusing.
• The entire team should work together to tackle the problem

Having a customer-oriented mindset

People who work in customer service are trained to do everything with customer satisfaction in mind. Throughout the whole interaction, the customer needs to feel that their experience matters and that they’re not just speaking to a machine.

But as a project manager, it’s easy to get sidetracked and forget that all PM activities are driven by the customer. You might get lost in worksheets, deadlines, and presentations and communicate only with team members and managers, but that’s a big mistake. For your project to be successful, you need to have a customer-oriented mindset: understand customer needs, include them in processes, and maintain customer satisfaction as the end goal.

There are several ways you can do this:

• Speak directly with customers and ask their opinion
• Conduct surveys to find out what customers think about the project and make changes if necessary
• Track social network engagement and repeat purchases

Even if something sounds great in theory, you need to make sure it’s relevant to your customers and that the way you implemented the project generated a meaningful experience for them. When you work as a project manager, it is of course important to meet deadlines, respect scheduled costs, and optimize resources, but don’t forget that ultimately, it’s all about the customer.

If you work in customer service and are considering branching out to project management, then you may already have some of the vital skills needed to succeed. If you’re already a PM, consider focusing more on these customer-oriented skills or taking a course to perfect your knowledge.

The essential skill set for anyone aspiring to succeed in customer service.

At the heart of great customer service is the way we interact with our customers. It will come as no surprise to hear that we don’t always get those interactions right. In my opinion, what we need is a distinct skill set that can be applied consistently throughout the service industry.

Based on my experience serving clients, as well as managing customer-facing teams, I have compiled a list of essential skills that can be used by anyone who wants to succeed in the world of customer service.

Remember, even for veterans in this industry, brushing up on skills is a smart idea.

1. The Ability to Listen Closely to Customers

This is the number one skill because, in essence, this is what the job itself is all about. All other customer service skills pale in comparison to this particular one because if a customer service rep is not listening to the customer they are never going to be able to provide good service. Not only do you need to be able to hear what they are telling you in terms of sheer data, you need to be able to try to understand what they mean by what they are saying. This is one of those customer service skills that is most often polished over an entire career, but it begins with a willingness to listen and listen closely.

2. Clear Verbal Communication

Aside from being able to listen, you also need to be able to communicate verbally with the customer. While written communication is another of the customer service skills you’ll want to master, it is verbal communication that is most often used in today’s call centers. The purpose of this kind of communication is to not just repeat a spiel or information to the customer, but to make sure that they understood what you said. You will need proper speaking skills, good grammar and the ability to choose the right mode of speaking for the person on the other end of the line or across the counter from you.

3. Ability to Empathize

This is an ability that will most likely be honed over time and it is one of the customer service skills that can actually erode for some who have been in this industry for a while. You need to be able to listen and actually involve yourself in what the customer is telling you about their situation. If you are only following policy and not listening, you may miss important special considerations that need to be taken into account in order for customer service to be kept at a high quality level. Empathy is sensing and understanding the emotions of others and of all the customer service skills, some will argue that this is most important. Those who are good at empathy can often win the trust of even the most dissatisfied customers because those customers will feel they have someone on their side at last.

4. Data Entry and Basic Computer Skills

Most of your other skills are about dealing with people, but some customer service skills are about things you need to do for the company. In nearly all cases, you will be working with some sort of computer program that needs you to record data about your call. It is important that you can type quickly so that customers do not have to wait and that you understand the basics of using a computer and software so that you can properly perform your job.

5. Understanding of Human Psychology

While everyone is certainly different, there are commonalities among us as human beings. For those who take the time to study at least some basic psychology, the job of helping people over the phone is much easier to do. This can often help you defuse tense situations and anticipate what a customer wants before he or she verbalizes it. This is one skill that can impress customers and your superiors alike.

6. Basic Performance Skills

The fact is, sometimes in order to maintain professionalism you are going to have to put on a mask of friendliness and concern. This does not mean you are attempting to deceive anyone for a nefarious purpose, but it is important to know how to do. Even if a customer is irritating you, it is not appropriate to act irritated. Basic acting can help you present certain information in a more cheerful and upbeat tone, make sure your body language and facial expressions convey what you mean to say and generally help you get into the mindset you must be in so that you can do your job well.

7. Ability to Memorize Protocol and Guidelines

Most customer service positions are within companies that have official ways of handling calls. You will need to be able to not just look over the rules, but actually internalize them. You need to understand the guidelines and then use them the way they are intended. Those who follow the rules best usually end up working at a company the longest.

8. Time Management Skills

No one appreciates those that waste time. This is a skill you need for nearly any job, but in customer service those who waste time keep customers waiting. That’s not very good service.

9. Management of Personal Emotions

While you can certainly act the opposite of how you feel, it is important to deal with your own emotions. If you can learn to manage your emotions in healthy, productive ways, the stress of customer service positions will be water off a duck’s back to you.

10. Situation Evaluation and Analysis

Many times, in customer service work, you will encounter a problem that is not covered in the company’s guidelines. When this happens, you are going to need to evaluate the situation and decide whether or not you need a supervisor present. One of the most important customer service skills to have is being able to decide whether or not a person is being honest or trying to deceive you. To do this, you have to be able to analyze data and, preferably, do this quickly.

11. Professionalism

It is important for employees to remain professional at all times, even if the customer reacts angrily if they are not happy with an aspect of the service they have received. Employees should remain level headed in these situations and continue to address the customer calmly. A friendly manner is important in every type of situation and can go a long way to reassuring customers of the professionalism of the business as a whole.

12. Organizational skills

An important aspect of good customer service is good organization skills. If the customer is operating to a time schedule then the ability of the person dealing with that customer to organize themselves and respond quickly is crucial. This may involve gathering information from a number of sources so the employee needs to know exactly where to get each piece of information from.

13. Respect

Being respectful to customers is another key skill. It should go without saying that simple manners should be used at all times but other factors that can make the customer feel respected include addressing them by their title and only using their first name if they have indicated that this is what they prefer. Customers should not be interrupted when they are speaking and the employee should wait until they have finished before responding.

14. Ability to Identify and Anticipate needs

If a good relationship is built up with a customer then this will enable the employee to offer the customer relevant products or services that will be of benefit to them. These recommendations should be based on their past purchases and knowledge of customer needs.

15. Flexibility

A slight bending of the rules to meet the needs of the customer is not necessarily something that should be discouraged. Customers will appreciate the extra effort that the employee has gone to and any affect on the business should be minimal.

16. Problem solving

If a customer has a problem then this should be resolved as soon as possible. The customer should be made to feel that any concerns that they have are valid and that everything is being done by the employee in order to solve the problem quickly.

17. Product knowledge

Good product knowledge is important because it will give the customer confidence in the product and in the company as a whole. If the customer is experiencing a problem with a particular product then a good working knowledge of the product can resolve the problem quickly. Employees will be better placed to make recommendations to customers about which product will best suit their needs if they are aware of the different benefits of a range of products.

Gaps in product knowledge can be mitigated by creating a comprehensive knowledge base or database that contains detailed information about your products. Include frequently asked questions, how-to guides, troubleshooting steps, and useful tips. This centralized resource will serve as a reference for your team members to quickly find answers to common customer queries.

18. Teamwork Skills

Teamwork skills are an essential part of giving awesome service. Like a football team working together to set up the perfect goal, every one on the team has a specific role to play in accomplishing tasks on the job. Too often, we only recognize the one player who makes it to the end zone, but we must remember that it was made possible by the team’s planning, coordination, and cooperation.

19. Creativity

Sometimes, a creative solution to a customer’s problem is needed. A degree of creativity (within company guidelines, of course!) can be of benefit in these circumstances.

20. Dependability

One of the most important aspects of the job is being there when the customer needs you most. This means turning up for the job on time, being present during difficult times ad following up on what you’ve promised to do.

21. Writing Skills

Writing skills are of utmost importance when it comes to customer support. It is often overlooked, but undeniably necessary. Good writing allows one to convey a sense of reality through words, without any exaggeration. Unlike face-to-face or verbal interactions, writing requires a unique ability to effectively communicate nuance.

22. Persuasion skills

Persuasion skills play a crucial role in customer support as they enable support teams to effectively communicate the value of a company’s product to potential customers. While customer support primarily focuses on providing assistance to existing customers, there are instances where individuals reach out seeking information about purchasing the product. The role of persuasion skills in customer support can be used to bridge the gap between support and sales.

23. Adaptability

When it comes to handling surprises in customer service, adaptability is key. Being able to quickly adjust to unexpected requests or reactions from customers is essential. It requires thinking on your feet and being open to finding creative solutions that may not be explicitly outlined in company guidelines.

Utilizing these skills can make the difference between giving mediocre service or providing truly awesome service. It can also mean the difference between simply getting hired or securing the position that you really want.

Take time today to put these skills into practice and watch your customer service levels soar – and watch your career take off too!

About the Author

Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

The importance of a skilled workforce cannot be overstated. Learn about good customer service skills and why they are important.

These skills, which can be learnt, can truly make or break a company’s customer service operation.

What kind of customer service skills?

Skills training could include the following:

An understanding of why customer service is important

Communicating effectively with customers

– Using the telephone
– In writing
– Online

Effective listening

Dealing with angry customers

Handling complaints

Identify ways to continuously improve customer service

Caring for customers; empathizing and helping

Understanding of the company systems and process

Working with team members

Problem solving

Questioning techniques

Product knowledge

Presentation skills

Handling stress

Assertiveness techniques

Self-motivation

Soft Skills

Patience

Openness

Kindness

Helpfulness

Relationships building

Pleasant voice

Customer service skills can be learned – and it’s up to us as leaders to help others to learn them. Training programs can be in-house or presented by an external training company. Either way, ongoing training for employees is a must. Coaching by existing staff can also work well, learning from the experience of others is sometimes the best way to acquire a new skill.

A skilled workforce is a major asset for any business and should be a key area of investment for future performance.