The 6 Most Important Customer Service Skills

Develop your CSr toolkit

Is it a skill or a personality trait?

….just be a people person?!

Being a “people person” isn’t really a path or action plan to become the best customer service representative.

What skills can a customer service rep (CSR) develop to improve in their position?

Our customers depend on each and every employee to be self-aware and execute quality customer service in both moments of stress or when all is smooth sailing.

1. Patience


The capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.

Current and potential customers who reach out for support can often already be frustrated for a number of reasons; furnace not working, sewer backed up in the home, air conditioning blowing hot air… and so on.

Taking a split second to develop sympathy with a person over the phone can go a long way to helping ease tension and provide customer support on a whole different level.

CSRs are on the front lines and represent the business from the start of the relationship.

2. Attentiveness or listening skills

We’re all human, and at the root of everything we desire to be seen and heard.

It’s essential to hear what the actual problem is according to the customer and lead them to understand how and when we can help them quickly.

Keeping track and relaying common complaints can help encourage managers to restructure processes and points of failure.

3. Clear communication

Experts ask questions. It’s easy to get caught up in industry jargon and confuse customers on what we offer.

Quick tip: ask a coworker or manager how they communicate under similar or common communication scenarios. Just remember ask those who have shown capabilities to be a top-notch customer service professional.

4. Product and service knowledge

Having knowledge about the causes and solutions about the problems customers face, can go a long way in helping customers feel heard.

5. Using a positive tone and language

Since current and potential customers are generating perceptions about the company and our ability to serve them, it is essential to match them according to their conversational needs.  If a customer calls in obviously tense and frustrated about a plumbing leak, its best to take on a conversational tone and pace that ensures them  we hear them and will serve them as quickly as possible.

6. Being able to close

It’s important to close a conversation with a customer ensuring you have answered their questions completely and according to what is required to get help to their door.

When done effectively, we show the customer; we care about getting it right, we’re willing to keep going until we have a solution or next step in place. 

Other Resources

Handling Difficult Customers

External Website Resource


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West Valley, Utah 84120

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