customer problem solving skills

21 Key Customer Service Skills (and How to Develop Them)

It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you’ll lose customers.

The good news: It’s not impossible to turn things around. Transforming your customer service from mediocre to great won't happen overnight, though. It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization.

This is a chapter in our  Ultimate Guide to Running a Customer Service Team . When you're ready, check out the other chapters:

Chapter 1 – 21 Key Customer Service Skills (and How to Develop Them)

Chapter 2 – 13 Response Templates for Tricky Customer Service Emails

Chapter 3 – 12 Customer Service Phrases to Use (+ 8 You Should Avoid)

Chapter 4 – 10 Ways to Deliver Consistently Great Customer Service

Chapter 5 – 47 Pro Tips on How to Talk to Customers

Chapter 6 – 107 Customer Service Statistics and Facts You Shouldn't Ignore

Chapter 7 – Go-To Scripts for 16 Tricky Customer Service Scenarios

Chapter 8 – The 16 Best Customer Service Software Platforms for 2024

Chapter 9 – Customer Feedback: Why It’s Important + 7 Ways to Collect It

Chapter 10 – How to Set Customer Service Goals (+ 9 Example Goals)

Chapter 11 – Customer Appreciation Ideas: 17 Ways to Thank Customers

Chapter 12 – 4 Customer Success Plan Templates and How to Use Them

What is customer service?

Customer service is the act of providing support to both prospective and existing customers. Customer service professionals commonly answer customer questions through in-person, phone, email, chat, and social media interactions and may also be responsible for creating documentation for self-service support.

Organizations can also create their own definitions of customer service depending on their values and the type of support they want to provide. For example, at Help Scout, we define customer service as the act of providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.

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Why is customer service important?

When 86% of customers quit doing business with a company due to a bad experience, it means that businesses must approach every support interaction as an opportunity to acquire, retain, or up-sell.

Good customer service is a revenue generator. It gives customers a complete, cohesive experience that aligns with an organization’s purpose.

According to a variety of studies , U.S. companies lose more than $62 billion annually due to poor customer service management , and seven out of 10 consumers say they’ve spent more money to do business with a company that delivers great service.

Understanding that customer service is the cornerstone of your customer experience helps you leverage it as an opportunity to delight customers and engage them in new, exciting ways.

What are the principles of good customer service?

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

Personalized: Good customer service always starts with a human touch. Personalized interactions greatly improve customer service and let customers know that your company cares about them and their problems. Instead of thinking of service as a cost, consider it an opportunity to earn your customer’s business all over again.

Competent: Consumers have identified competency as the element that plays the biggest role in a good customer experience. To be competent, a customer support professional must have a strong knowledge of the company and its products, as well as the power to fix the customer’s problems. The more knowledge they have, the more competent they become.

Convenient: Customers want to be able to get in touch with a customer service representative through whichever channel is the most convenient for them. Offer support through the channels of communication your customers rely on most, and make it easy for customers to figure out how to contact you.

Proactive: Customers want companies to be proactive in reaching out to them. If one of your products is backordered or your website is going to experience downtime, proactively reach out to your customers and explain the problem. They may not be happy about the situation, but they will be thankful that you kept them in the loop.

By building your customer service strategy around these four main principles, you'll create a positive, hassle-free customer experience for everyone who deals with your company.

Customer service tips by business type and industry

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21 key customer service skills

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is your customer service team . It's important to hire people who genuinely want to help your customers succeed — and to pay rates that are attractive to skilled professionals.

Finding the perfect hire for a support team can be challenging. No particular checklist of job experiences and college diplomas adds up to the perfect candidate. Instead, you’re looking for qualities that can’t necessarily be taught.

These folks thrive on one-on-one interactions within their community. They love problem solving. They’re warm, approachable, and great at teaching other people how things work.

Here are the 21 customer service skills that every support professional should seek to develop and every leader should look for when hiring new team members.

Foundations of Great Service

Discover the tools and techniques used by high-performing customer service organizations in our free, six-part video course.

1. Problem solving skills

Customers do not always self-diagnose their issues correctly. Often, it’s up to the support rep to take the initiative to reproduce the trouble at hand before navigating a solution. That means they need to intuit not just what went wrong, but also what action the customer was ultimately after.

A great example? If somebody writes in because they’re having trouble resetting their password, that’s ultimately because they want to log into their account.

A good customer service interaction will anticipate that need and might even go the extra mile to manually perform the reset and provide new login details, all while educating the customer on how they can do it for themselves in the future.

In other situations, a problem-solving pro may simply understand how to offer preemptive advice or a solution that the customer doesn’t even realize is an option.

2. Patience

Patience is crucial for customer service professionals. After all, customers who reach out to support are often confused and frustrated. Being listened to and handled with patience goes a long way in helping customers feel like you’re going to alleviate their current frustrations.

It’s not enough to close out interactions with customers as quickly as possible. Your team has to be willing to take the time to listen to and fully understand each customer’s problems and needs.

3. Attentiveness

The ability to truly listen to customers is crucial to providing great service for a number of reasons. Not only is it important to pay attention to individual customers’ experiences, but it’s also important to be mindful and attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling that your software’s dashboard isn’t laid out correctly. Customers aren’t likely to say, “Please improve your UX,” but they may say things like, “I can never find the search feature” or “Where is (specific function), again?”

You have to be attentive to pick up on what customers are telling you without directly saying it.

4. Emotional intelligence

A great customer support representative knows how to relate to anybody, but they’re especially good with frustrated people. Instead of taking things personally, they intuitively understand where the other person is coming from and they know to both prioritize and swiftly communicate that empathy.

Think about it: How often have you felt better about a potential grievance simply because you felt immediately heard by the other person involved?

When a support rep is able to demonstrate sincere empathy for a frustrated customer, even just by reiterating the problem at hand, it can help to both placate (the customer feels heard) and actively please (the customer feel validated in their frustration).

5. Clear communication skills

Your customer support team is on the front lines of problem solving for the product itself, and serves as a kind of two-pronged bullhorn.

On one side, they’ll be the voice of your company to your customers. That means they have to have a practiced grasp on how to reduce complex concepts into highly digestible, easily understood terms.

On the other, they’ll represent the needs and thoughts of customers to your company. For example, it doesn’t behoove the customer to receive a long- winded explanation on the ins-and-outs of solving a particular bug.

The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration. The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt.

6. Writing skills

Good writing means getting as close to reality as words will allow. Without an ounce of exaggeration, being a good writer is the most overlooked, yet most necessary, skill to look for when it comes to hiring for customer support.

Unlike face-to-face (or even voice-to-voice) interactions, writing requires a unique ability to convey nuance. How a sentence is phrased can make the difference between sounding kind of like a jerk (“You have to log out first”) and sounding like you care (“Logging out should help solve that problem quickly!”).

Good writers also tend to use complete sentences and proper grammar — qualities that subtly gesture toward the security and trustworthiness of your company.

Even if your company offers support primarily over the phone, writing skills are still important. Not only will they enable your team to craft coherent internal documentation, they signify a person who thinks and communicates clearly.

7. Creativity and resourcefulness

Solving the problem is good, but finding clever and fun ways to go the extra mile — and wanting to do so in the first place — is even better.

It takes panache to infuse a typical customer service exchange with memorable warmth and personality, and finding a customer service rep who possesses that natural zeal will take your customer service out of “good enough” territory and straight into “tell all your friends about it” land.

Chase Clemons at Basecamp advises the following:

“You want to have somebody who you don’t have to give a lot of rules and regulations to. You want to have somebody who is talking to a customer and understands ‘Their boss is really yelling at them today. This person is having a really bad day. You know what? I’m going to send them some flowers to brighten things up.’ That’s not really something you can teach. They have to go the extra mile naturally.”

8. Persuasion skills

Oftentimes, support teams get messages from people who aren’t looking for support — they’re considering purchasing your company’s product.

In these situations, it helps to have a team of people with some mastery of persuasion so they can convince interested prospects that your product is right for them (if it truly is).

It’s not about making a sales pitch in each email, but it is about not letting potential customers slip away because you couldn’t create a compelling message that your company’s product is worth purchasing!

9. Ability to use positive language

Effective customer service means having the ability to make minor changes in your conversational patterns. This can truly go a long way in creating happy customers.

Language is a crucial part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use.

For example, let’s say a customer contacts your team with an interest in a particular product, but that product happens to be back-ordered until next month.

Responding to questions with positive language can greatly affect how the customer hears the response:

Without positive language: “I can’t get you that product until next month; it is back-ordered and unavailable at this time.”

With positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse.”

The first example isn’t negative per se, but the tone it conveys feels abrupt and impersonal and could be taken the wrong way by customers — especially in email support when the perception of written language can skew negative .

Conversely, the second example is stating the same thing (the item is unavailable), but it focuses on when and how the issue will be resolved instead of focusing on the negative.

10. Product knowledge

The best customer service professionals have a deep knowledge of how their companies’ products work. After all, without knowing your product from front to back, they won’t know how to help when customers run into problems.

All new Help Scout employees, for example, are trained on customer support during their first or second week on the job; it’s a critical component of our employee onboarding process.

According to Help Scout's Elyse Roach, “Having that solid product foundation not only ensures you’ve got the best tricks up your sleeve to help customers navigate even the most complex situations, it also helps you build an understanding of their experience so that you can become their strongest advocate.”

Mitigating gaps in product knowledge

It takes time for team members to build up their product knowledge. And if you have a very complex product, it may take your team members years to learn every one of its ins and outs. However, the right customer support tool can help you mitigate those gaps in product knowledge.

For example, with  Help Scout , you can:

Create a database of saved replies that support agents can use to answer frequently asked how-to questions about your product.

Search your help center articles and insert links to them in responses without ever leaving the conversation view.

Set up automated workflows that attach helpful internal notes to conversations with instructions on how to reply.

Search all previously sent responses by keyword, tag, and more to see if someone else on the team has already answered the question.

Whether you're using Help Scout or one of its alternatives , make sure you browse the features available to help your teams deliver exceptional customer service.

11. Acting skills

Sometimes your team is going to come across people who you’ll never be able to make happy.

Situations outside of your control (such as a customer who's having a terrible day) will sometimes creep into your team's usual support routine.

Every great customer service professional needs basic acting skills to maintain their usual cheery persona in spite of dealing with people who are just plain grumpy.

12. Time management skills

On the one hand, it’s good to be patient and spend a little extra time with customers to understand their problems and needs. On the other hand, there is a limit to the amount of time you can dedicate to each customer, so your team needs to be concerned with getting customers what they want in an efficient manner.

The best customer service professionals are quick to recognize when they can't help a customer so they can quickly get that customer to someone who can help.

13. Ability to read customers

It's important that your team understands some basic principles of behavioral psychology in order to read customers' current emotional states. As Emily Triplett Lentz writes:

“I rarely use a smiley face in a support email when the customer’s signature includes ‘PhD,’ for example. Not that academics are humorless, it's just that :) isn’t likely to get you taken seriously by someone who spent five years deconstructing utopian undertones in nineteenth-century autobiographical fiction.”

The best support pros know how to watch and listen for subtle clues about a customer's current mood, patience level, personality, etc., which goes a long way in keeping customer interactions positive.

14. Unflappability

There are a lot of metaphors for this type of personality — “keeps their cool,” “staying cool under pressure,” and so on — but it all represents the same thing: The ability some people have to stay calm and even influence others when things get a little hectic.

The best customer service reps know that they can’t let a heated customer force them to lose their cool. In fact, it is their job to try to be the “rock” for customers who think the world is falling apart as a result of their current problems.

15. Goal-oriented focus

Many customer service experts have shown how giving employees unfettered power to “wow” customers doesn’t always generate the returns many businesses expect to see. That’s because it leaves employees without goals, and business goals and customer happiness can work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with guidelines for their employees that allow plenty of freedom to handle customers on a case-to-case basis, but also leave them priority solutions and “go-to” fixes for common problems.

16. Ability to handle surprises

Sometimes, customers are going to throw your team curveballs. They'll make a request that isn't covered in your company guidelines or react in a way that no one could have expected.

In these situations, it's good to have a team of people who can think on their feet. Even better, look for people who will take the initiative to create guidelines for everyone to use in these situations moving forward.

17. Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk (positively) about.

The most memorable customer service stories out there — many of which had a huge impact on the business — were created by a single employee who refused to just follow the standard process when it came to helping someone out.

18. Closing ability

Being able to close with a customer as a customer service professional means being able to end the conversation with confirmed customer satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).

Getting booted before all of their problems have been addressed is the last thing that customers want, so be sure your team knows to take the time to confirm with customers that each and every issue they had was entirely resolved.

19. Empathy

Perhaps empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill. But since empathy can be learned and improved upon , we’d be remiss not to include it here.

In fact, if your organization tests job applicants for customer service aptitude, you’d be hard pressed to look for a more critical skill than empathy.

That’s because even when you can’t tell the customer exactly what they want to hear, a dose of care, concern, and understanding will go a long way. A support rep’s ability to empathize with a customer and craft a message that steers things toward a better outcome can often make all the difference.

20. A methodical approach

In customer service, haste makes waste. Hiring deliberate, detail-oriented people will go a long way in meeting the needs of your customers.

One, they’ll be sure to get to the real heart of a problem before firing off a reply. There’s nothing worse than attempting a “solution,” only to have it miss the mark entirely on solving the actual issue.

Two, they’ll proofread. A thoughtfully written response can lose a lot of its problem-solving luster if it’s riddled with typos.

Three, and this one may be the most important, it means they’ll regularly follow up. There’s nothing more impressive than getting a note from a customer service rep saying, “Hey! Remember that bug you found that I said we were looking into? Well, we fixed it.” That’s a loyal, lifetime customer you’ve just earned.

An important side note: The best hires are able to maintain their methodical grace under regular fire.

Since the support team is often tasked with the tough work of cleaning up other people’s messes, it’s especially important they understand how not to internalize the urgency — and potential ire — of frustrated customers. Instead, they know how to keep a cool head and a steady, guiding hand.

21. Willingness to learn

While this is probably the most general skill on this list, it’s also one of the most important. After all, willingness to learn is the basis for growing skills as a customer service professional.

Your team members have to be willing to learn your product inside and out, willing to learn how to communicate better (and when they're communicating poorly), willing to learn when it’s okay to follow a process — and when it’s more appropriate to choose their own adventures.

Those who don’t seek to improve what they do — whether it’s building products, marketing businesses, or helping customers — will get left behind by the people who are willing to invest in their own skills.

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What if someone on your team is lacking these skills?

What if you're leading a team of support professionals who aren't open to improving their approach to customer service? What if they lack the skills above and don't seem to be interested in developing them? Help Scout's Mathew Patterson has a solution:

Often, the root cause of what could be perceived as a lack of skill or unwillingness to learn is the result of a work environment (current or prior) that didn't reward going above and beyond to provide excellent service.

Try providing your team with some clear guidelines for what you expect and some examples of what great customer service looks like at your company in a way that brings to bear all of these skills, and as you do it, make sure that you're celebrating those small wins as you see people starting to use these skills.

Once your team starts to see that their efforts are being acknowledged and rewarded, you'll have people start to get more engaged, and you'll have a clearer picture of whether or not there are actually people on your team who have real skill gaps that you need to work on.

The evolution of customer service

As Seth Godin wrote , customer service means different things to different organizations, but things aren’t going to end well for the companies who simply see customer service as a “cost-cutting race to the bottom.”

The bottom line: Great customer service is a growth center, not a cost center. It’s really that simple.

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12 Essential Customer Service Skills In 2024

Updated: May 3, 2024, 11:15am

Table of Contents

What are customer service skills, why good customer service is important, 12 essential customer service skills, how to nurture customer service skills, bottom line, frequently asked questions (faqs).

When it comes to choosing where to spend your money, it is the little things that count. A friendly smile, empathetic listening or someone remembering your name can have a big impact on brand loyalty. On the flip side, one negative experience can send you to a competitor quickly. That’s the power of good customer service and illustrates the importance of having excellent customer service skills. Keep reading to learn about what these skills are and the top ones to start implementing immediately.

Customer service skills are made up of the knowledge, tactics, expertise and understanding that are needed to make customers as satisfied as possible. These skills are developed through several different avenues, including training, support and experience. There are generally two different types of these skills: hard and soft.

Both types of skills are equally important and top customer service professionals are able to strike a good balance of hard and soft skills to provide the best experience possible. Coaching your customer service team to understand and use both sets of skills can make a huge difference in your overall customer service strategy.

Hard Skills

Hard skills are technical skills, ones that can generally be taught and measured. Knowledge and proficiency of hard skills are usually built through education and training and typically focus on the specific tasks that are needed to complete a job. Examples of hard skills in customer service may include note taking, data entry, research or gathering information.

Soft Skills

Soft skills are more difficult to quantify since they tend to be personal attributes. Soft skills are aspects that are developed in someone’s personality so while there can be some training to teach them, these skills are largely learned by an individual over time. Soft skills in customer service include active listening, empathy, conflict resolution and problem solving.

Customer service isn’t limited to a one-time interaction at the point of a sale, but rather is an ongoing process that touches on every part of the buyer’s journey. It includes numerous activities that occur before, during and after a purchase and, ultimately, means serving your customers to the best of your ability.

Good customer service is arguably the most important part of building and maintaining positive, long-term relationships with customers. With so many choices today, dissatisfied buyers won’t hesitate to take their dollars elsewhere, but satisfied customers will remain loyal to the brands that treat them well.

Investing in the planning, training and implementation of a high-quality customer service strategy is one of the most important expenditures a business can make. Demonstrating that you truly care about your customers is a powerful tool that can lead to increased sales, improved brand image and expanded growth.

Customer service is a broad term and what it looks like for your business may be different from others. But no matter what the industry is, good customer service generally needs to include the three C’s: Communication, consistency and caring. All of these must work together to establish trust and build loyalty, which leads to growth. These three components are the backbone to every customer service skill and should be relied upon repeatedly.

These are the 12 most essential customer service skills that businesses should implement.

1. Active Listening

First, customers want to be heard, especially when they aren’t happy or have a complaint. Active listening may be the most important customer service skill that businesses can adopt. Listening sounds like a simple thing to do, but active listening requires a great deal of focus and concentration. When engaging in active listening, customer service team members need to be attentive, patient and nonjudgmental for customers to feel that their issues are truly being heard.

Empathy pairs with active listening because it means the customer service agent is hearing what the customer is saying without any preconceived notions or judgments. It focuses on recognizing, managing and responding to the emotions of customers as well as keeping your own emotions in check. Being able to put yourself in someone else’s shoes and empathize with how they are feeling is a crucial part of providing excellent customer service.

3. Problem Solving

When customers reach out with an issue, their expectation is usually that the customer service team will help them solve the problem. It’s crucial that businesses have efficient problem-solving systems in place to help customers as quickly and effectively as possible. While, sometimes, there will be one clear resolution, such as a product refund, in other situations problem solving may look more like offering different options and helping the customer decide what will work best.

4. Conflict Resolution

Conflicts are stressful and stress can lead to short tempers, irrational actions and difficulty thinking clearly. You don’t want your customers to feel stressed, so managing and resolving conflicts as soon as possible is a critical part of good customer service. This is where empathy and active listening come into play since fully understanding what the issue is helps customer service agents figure out how to best resolve the situation before it escalates.

5. Organization

Post-its filled with scribbled notes that others need to interpret is not how effective customer service works. Organization is key and every component needs to be as coordinated as possible. While everyday details like files and personal workspaces are important, it should also include bigger-picture organization, such as team structure and available resources. Being able to access both information and support quickly ensures that customer service agents will be able to assist customers confidently.

6. Good Memory

An already-annoyed customer who contacts customer service with an issue is guaranteed to get angrier and angrier the more they are asked to repeat themselves. Having a good memory is a customer service skill that will inevitably lead to a smoother dialogue, resulting in customers who feel less stressed and more taken care of. Small details, such as names, products and dates, are often important facts for customer service agents to remember.

7. Adaptability

Another important customer service skill is the ability to adapt and think on your feet. Circumstances can change quickly, depending on the nature of the issue and customer service agents must be able to pivot without hesitation. Adaptability in customer service means approaching a situation without expectations and knowing when it is time to switch directions to offer the most effective help.

8. Time Management

Customers want to receive prompt responses, and the only way for that to happen is when customer service teams are cognizant of their time management. Particularly in a call center setting where agents receive many calls daily, managing time will lead to shorter waits and less lag in replying. The best way to develop time management skills is to look at all current assignments and tasks and then prioritize them accordingly.

9. Knowledge

The quality of your customer service will rely heavily on team members’ knowledge about products and services. They need to know enough to answer questions, troubleshoot technical challenges and offer suggestions. It’s also important that representatives know when a customer’s issue has moved past their scope of knowledge and needs to be moved up to the next person in the customer service chain of command.

10. Communication

Whether in person, over the phone or electronically, communication is the cornerstone of customer service. Communicating effectively means taking the time to not only talk but also to listen. Customer service teams need to receive ongoing training that helps them learn how to communicate in many different situations as well as better understand what customers are truly seeking.

11. Transparency

Customers want their issues resolved, but they are also often interested in knowing how or why a problem may have occurred in the first place. Transparency in customer service doesn’t mean sharing all the trade secrets. Rather, it’s about being upfront and honest when helping to solve problems. Honesty goes a long way in building and maintaining positive customer relationships, even when it means admitting mistakes.

Unhappy customers are not funny and should never be treated like a joke. But when used correctly in certain situations, humor can be a powerful skill to help lighten the mood and diffuse tension. After figuring out what a customer is seeking and why they are frustrated, a well-timed funny comment is often exactly what is needed to help put the customer at ease and adjust their attitude.

Since most customer service skills are soft skills, making them more challenging to teach, you’ll need to make a concentrated effort to help nurture these skills in team members. Some ways to do this include:

• Offer continuing education through workshops and webinars
• Connect new employees with experienced mentors
• Provide both initial and ongoing training about products and services
• Support employees interested in taking additional courses or earning certifications
• Create a comprehensive onboarding program
• Ensure employees have constant access to a help center and frequently asked questions (FAQs)

Creating a customer service experience that will leave your customers feeling heard and cared for is one of the strategies needed to establish a long-term relationship with buyers. Whether their issue is large or small, customers need to feel like someone is invested in listening to them and helping find solutions. Investing the time and energy in training your team in excellent customer service strategies will benefit your business by building loyalty, establishing a reputation of helpfulness and, ultimately, promoting growth.

What are the qualities of good customer service?

The qualities of good customer service consist of the knowledge, tactics, expertise and understanding that are needed to make customers as satisfied as possible. These include active listening, empathy, problem solving, communication, conflict resolution, organization, memory, time management, adaptability, knowledge, transparency and humor.

What is the difference between hard and soft customer service skills?

Hard customer service skills are technical skills, ones that can generally be taught and measured. Knowledge and proficiency of hard skills are usually built through education and training. Soft customer service skills tend to be personal attributes, which people develop over time and cannot necessarily be taught.

What are the three C’s of customer service?

The three C’s of customer service are communication, consistency and caring. Working together, these components form the base for the entire customer service structure to help build brand awareness, establish customer loyalty and promote growth.

What are some common ways that customer service can occur?

Customer service can take place through a number of channels: in person, phone, email, live chat, text and social media.

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Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information that will help them thrive. Her work has been featured on Angi, Scary Mommy and Cubby.

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11 Essential Customer Service Skills & How to Develop Them

February 1, 2024   •   9 min read

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Evidently, the list of customer service skills to grow in your workforce is dynamic and evolving. One can never be sure they have it all when it comes to delighting customers with stellar support while maintaining operational excellence and controlling costs. 

That being said, there is a definitive list of essential customer support skills identified after processing volumes of customer feedback to gauge what qualities customers value in support reps.  And we are sharing the list in this comprehensive article, along with proven tips to develop these skills in record time. Let’s get started.  

What are customer service skills?

Why is it important to have good customer service skills , 11 customer service skills essential to survive and thrive , 6 tips to hone your customer service skills , create delightful customer service experiences with sprinklr .

Customer service skills are a combination of interpersonal abilities, communication techniques and problem-solving competencies that individuals possess to effectively and positively engage with customers.  

These skills are essential in providing satisfactory service experiences, addressing customer needs and maintaining a positive relationship between the customer and the business.  

Let us look at some examples of customer service skills worth exercising: 

Empathy : Expressing sympathy and understanding when a customer faces challenges with a product or service. 

Effective communication : Providing concise and easy-to-understand instructions or explanations to customers. 

Problem-solving : Resolving a customer's complaint by offering alternatives or taking immediate corrective actions. 

Top-tier customer service skills are the linchpin of a successful and sustainable business, influencing critical aspects such as customer retention, brand perception and revenue.

Improved customer retention  

Loyal customers purchase repeatedly and recommend actively. Customers who experience exceptional service are more likely to become loyal patrons. The art of active listening, empathy and effective problem-solving creates a positive customer experience, fostering a connection beyond the initial transaction.  

You can improve customer loyalty and customer retention , building a solid foundation for long-term success by consistently delivering outstanding customer service . 

Enhanced brand perception  

Beyond individual transactions, good skills in customer service contribute significantly to a brand's overall presence in the market. Satisfied customers become enthusiastic brand advocates , sharing their positive experiences with friends, family and through online platforms. This word-of-mouth marketing is a potent force that amplifies brand visibility.  

A positive reputation for exceptional service sets a brand apart from the competition, creating a favorable image that lingers in the minds of consumers.

Also Read: 5 Steps to Build Brand Equity Using AI-Driven Insights

Organic customer acquisition

A brand known for its commitment to customer satisfaction stands out in a sea of options. Positive testimonials and reviews from existing customers act as powerful endorsements, influencing potential customers' decisions. The positive reputation created by exceptional service becomes a valuable asset, drawing the attention of individuals actively seeking reliable and customer-centric businesses.  

Thus, good customer service skills retain the existing customer base and serve as a beacon, attracting new customers and contributing to sustained business growth.

Customer service skills are pivotal in creating an environment where customers receive assistance and feel understood, respected and satisfied. Such skills collectively build strong, lasting relationships between customers and the business. Let's explore the top 11 skills you can hone to make service interactions a delight for your customers:

1. Empathy 

A PwC consumer intelligence report reveals that 64% of U.S. customers feel brands neglect the human touch in customer experience, of which customer service is a key pillar. 

Customer empathy allows support agents to connect emotionally with customers. This emotional connection fosters trust and loyalty, making customers feel valued and heard. 

When a customer expresses frustration with a product issue, respond empathetically, saying, "I understand how frustrating this must be. Let's work together to find a solution."  

Read More: How to Show Empathy in Customer Service: Learn from Experts  

2. Clear communication 

Clear communication is a powerful way to guide customers toward desired actions. It involves presenting information and influencing decisions clearly and distinctly. This skill clarifies product functions and features, increases customer trust and enhances customer satisfaction. 

Use clear communication to address customer queries smoothly. Try suggesting additional products by highlighting their benefits and how they complement the customer's initial purchase. 

3. Adaptability 

Adaptability takes the front seat in enabling support agents to tailor their approach to different customer needs and diverse situations. It ensures that customers receive personalized and effective assistance, regardless of the challenges. 

Adapt communication styles based on the customers’ preferences and the customer service channels they use for communication, whether they prefer detailed emails or snappy chats. 

Learn More: 13 Golden Rules for Customer Service Email Etiquette  

4. Impulse control 

Impulse control is vital in maintaining professionalism and composure, especially in emotionally charged customer service scenarios . It prevents hasty reactions that could escalate issues. By exercising impulse control, support agents contribute to a positive customer experience, even when faced with difficult or irate customers. 

When faced with an irate customer, practice impulse control by taking a deep breath before responding, ensuring a calm and collected demeanor. 

Be a Pro: Effective Tips to Handle Angry Customers  

5. Accountability 

Accountability fosters customer trust. When support agents take ownership of mistakes or issues, customers appreciate the transparency. This builds credibility and shows a commitment to resolving problems, ultimately strengthening the customer-business relationship. 

If a service error occurs, admit the mistake, apologize and outline the steps to rectify the situation.  

6. Active listening  

The practice of active listening improves customer engagement . By genuinely listening to customers, support agents gain a deep understanding of their needs and concerns. This facilitates accurate problem-solving and demonstrates to customers that their opinions are valued. 

During a support call,  

listen attentively to the customer's concerns 

repeat key points to show understanding 

ask clarifying questions 

7. Time management  

Handling one of the ten most demanding jobs worldwide is not a cakewalk; we acknowledge this fact. Time management can help cope with the stress and also ensure timely responses to customer inquiries. Quick and efficient resolutions contribute to customer satisfaction, preventing frustration due to delays. Proper time management is key to meeting service level expectations and maintaining a positive customer experience. 

Set realistic timelines for issue resolutions, factoring in the service level agreement (SLA) agreed upon with the client as well as your personal challenges. 

8. Technical knowledge  

Technical knowledge instills confidence in agents. Support agents can provide accurate information and effective solutions when they deeply understand products or services. This resolves issues promptly and enhances the customer's perception of the brand's expertise. 

Demonstrate technical knowledge by guiding customers through troubleshooting steps or explaining product features. Accelerate issue resolution by creating a knowledge base for your customers and employees.   

9. Positive attitude 

A positive attitude is contagious and sets the tone for positive customer interactions. It transforms challenges into opportunities, creating a more pleasant experience for customers and support agents. Positivity contributes to a nurturing and supportive customer service environment. 

Approach customer interactions enthusiastically, expressing genuine interest in assisting and resolving issues. 

Editor’s Pick: Tips to Become a Happier, More Positive Call Center Agent  

10. Professional language 

Professional language is essential for creating clear and respectful communication. It ensures that customers receive information understandably and appropriately. Using industry-appropriate language and acceptable customer service phrases builds credibility and maintains a high standard of customer service. 

Communicate using industry-appropriate language, avoiding jargon and tailor your tone to match the formality desired by the customer. 

Also Read: 3 Important Qualities of Customer Service  

11. Patience 

Patience is a virtue that prevents frustration, both for support agents and customers. It allows agents to navigate complex issues calmly and ensure customers feel heard and valued, even in prolonged or challenging interactions. Patience is key to providing thorough and effective customer support. 

Practice patience during lengthy support interactions, reassuring customers that their concerns are a priority. 

Now that you are well versed in the top customer service skills, let us explore some tips to fast-track your upskilling efforts. 

1. Never lose composure in tense situations  

By immersing yourself in the customer's perspective, understanding their emotions and responding with genuine concern, you create a connection that transcends the transactional.  

For instance, a customer is frustrated and demands a quick resolution. Say, “I understand you have a tight schedule. I will try my best to resolve the inconvenience quickly.”  

Interesting Read: Understanding the Science of Emotions Makes You Better at Customer Experience  

2. Be selective in your word choices  

Positivity in customer service is a potent elixir that shapes the tone of interactions. Choosing words carefully and framing responses tactfully creates an atmosphere that nurtures goodwill.  

For instance, instead of saying, "I can't help you with that," opt for, "Let me explore alternative solutions for you." This maintains a positive vibe and assures customers that their opinions are valued, contributing to a positive experience. 

3. Become aware of your triggers  

Patience is paramount in customer service, and self-awareness is the key to maintaining it. By identifying personal triggers that might provoke frustration, you equip yourself to respond calmly in challenging situations.  

For example, if faced with a demanding customer, take a moment to breathe and respond thoughtfully. This ensures that patience prevails, leading to more constructive resolutions and positive customer interaction. 

4. Prioritize clarity above persuasion  

Clear communication is an effective workplace skill . It emphasizes providing information transparently rather than attempting to persuade. Prioritizing clarity ensures customers comprehend the information being conveyed.  

For example, when explaining a product feature, use simple and direct language to ensure the customer understands the information presented clearly. 

5. Ask questions to arrive at accurate resolutions  

Elevating customer service to a personalized level involves engaging customers through thoughtful questioning. This not only demonstrates interest but also allows for tailored assistance.  

For instance, instead of assuming a customer's needs, ask open-ended questions like, "What specific features are you looking for in a product?"   

This encourages customers to share relevant information, enabling a more personalized and effective service. 

Need more inspiration? Check out these customer service tips to boost your CSAT  

To summarize, skilled agents can differentiate good customer service from excellent customer service that lingers in the customer’s psyche for a long time. Ongoing training and coaching can build a culture of upskilling and learning that is mutually satisfying for the company, customers and agents. 

To level up your customer service game, leverage a technological solution like Sprinklr Service that offers an AI-powered quality management module and integrated live coaching for customer service agents and managers. Built atop a super-powerful AI layer, Sprinklr scores agent skills objectively on technical and soft skills, benchmarking against the team and industry standards while recommending improvements tailored to each agent’s skill gaps. 

Sound unbelievable? Take Sprinklr Service for a free spin and witness results firsthand! 

START MY FREE TRIAL

Frequently Asked Questions

Yes, customer service skills can be learned and improved over time through training, practice and feedback. Effective communication, empathy and problem-solving are key components that can be developed through continuous learning and experience. 

AI-powered quality management tools like Sprinklr Service offer live coaching and individualized recommendations to fill skill gaps and transform your customer service agents into top performers. 

Businesses assess customer service skills in their teams through customer feedback, performance metrics and evaluations. They may use customer satisfaction surveys, monitoring interactions, and performance reviews to measure communication, problem-solving and empathy skills. 

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Article Author

Bishakh Dutta

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10 Tips and Techniques for Customer Service Problem-Solving

October 11, 2023

In the customer service world, challenges arise when you least expect them. Whether you're a seasoned professional or just starting, mastering the art of problem-solving is essential.

In this article, we’ll share with you 10 simple yet effective tips and techniques that will empower your team to navigate customer service issues like a pro.

From active listening to setting realistic expectations and offering solutions, these strategies will benefit your business by enhancing your team’s problem-solving skills and boosting customer satisfaction.

Why are problem-solving skills important in customer service?

Problem-solving skills are crucial in customer service because they turn frustrating situations into bright opportunities. When you effectively identify and address customer issues, you also show that you genuinely care about their satisfaction.

These skills build trust, improve customer loyalty, and lead to positive word-of-mouth recommendations. Moreover, they help your team handle challenges efficiently, reducing stress and improving overall job satisfaction.

In short, mastering problem-solving in customer service is the key to creating happy customers and a thriving, customer-centric business.

Customer Service Problem-Solving # 1 - Active Listening

Active listening is a vital technique in customer service problem-solving. It involves fully focusing on what the customer is saying, not just waiting for your turn to speak.

To practice it effectively, encourage your team to maintain eye contact, nod in acknowledgment, and use phrases like "I understand" to show empathy. Let them practice how to avoid interrupting and give customers the space to express themselves fully.

By truly hearing your customers’ concerns and needs, your team can respond more precisely and find solutions that leave customers feeling valued and satisfied. This successfully turns potentially challenging situations into positive experiences.

SC Training (formerly EdApp) can empower your customer service team's problem-solving skills by offering interactive and customized training courses. These problem solving training courses include SC Training (formerly EdApp)’s Problem Solver course. There’s also a course on Dealing with Difficult Customers .

Through scenario-based simulations, your team members can practice resolving real-life customer issues in a safe learning environment. SC Training (formerly EdApp)'s reporting and analytics features allow you to monitor individual progress, identify areas for improvement, and provide targeted feedback.

With the flexibility of mobile learning , your team can also access training anytime, anywhere, making it convenient to sharpen their problem-solving abilities. Plus, SC Training (formerly EdApp)'s engaging and adaptive content makes sure that your team stays motivated and develops the critical skills needed to excel in customer service problem-solving.

Sign up to SC Training (formerly EdApp) for free to unlock your customer service team’s best potential.

Customer Service Problem-Solving # 2 - Stay Calm and Patient

Staying calm and patient is a superpower in problem-solving. When your team keeps their cool even in tough situations, it sends a reassuring message to the customer that they’re competent and there to help.

Some tips you can give them are to take deep breaths, to remember it's not personal, and to not rush through the conversation. Pausing to collect their thoughts can also lead to better solutions and prevent the situation from escalating.

With this customer service problem-solving skill, your team gains the upper hand in resolving issues effectively, creating happier customers, and making their jobs less stressful in the process.

Customer Service Problem-Solving # 3 - Apologize Sincerely

Apologizing sincerely is a golden technique in customer service. When your team members genuinely say, "I'm sorry," they show empathy and take responsibility for any inconvenience the customer has faced, regardless of fault.

This simple act of acknowledging their frustration can go a long way in diffusing tension and starting the path toward resolution when it comes to customer service problem solving. A sincere apology demonstrates that your customer service team cares about their experience and is committed to making it right.

So, don't let your team underestimate the power of a heartfelt "I'm sorry" in turning a customer's problem into an opportunity to leave them feeling valued and satisfied.

Customer Service Problem-Solving # 4 - Take Ownership

Taking ownership is a remarkable technique when dealing with customer problems. When your team members accept responsibility for resolving an issue, they send a clear message to the customer that their concerns matter to your business.

It doesn't matter if your product or service caused the problem. By taking ownership, your team demonstrates a commitment to finding a solution and ensuring their satisfaction. This step builds trust and confidence in your customers, showing that your team is there to support them every step of the way.

Encourage your team to say, "I'll take care of this for you." It's a powerful way to transform challenges into opportunities in exceptional customer service problem solving.

Customer Service Problem-Solving # 5 - Set Realistic Expectations

Setting realistic expectations is an important step for customer service problem solving. When you communicate clear timelines, you're being honest and transparent with what the customer can expect.

This helps manage their expectations and prevents disappointment down the road. Under-promising and over-delivering is a technique your team can use to make sure that they have the time and resources needed to meet or exceed the commitments they’ve made.

This technique not only prevents misunderstandings but also creates a positive experience by showing that your team is dependable and trustworthy. It ultimately makes customers happier and more satisfied with the service they receive.

Customer Service Problem-Solving # 6 - Collaborate with Colleagues

Letting your team members collaborate with their colleagues for problem-solving is like having a superhero team for customer service in your organization. Sometimes, challenges are complex, and it's perfectly okay to call in reinforcements.

They can also involve other team members or departments when needed, ensuring that they have all the expertise and resources at their disposal. Effective internal communication is the key here; so make sure that everyone is on the same page.

This customer service problem solving example helps find more comprehensive solutions and demonstrates a unified commitment to customer satisfaction. So, remind your team that they’re not alone in this mission–collaborate, conquer, and make your customers' day better together.

Customer Service Problem-Solving # 7 - Offer Solutions

Offering solutions is not just about acknowledging the issue; it's about actively seeking ways to fix it. Presenting practical solutions to the customer's problem shows that your team is dedicated to making things right and that customer satisfaction is their top priority.

So when faced with examples of problem-solving scenarios, have your team discuss the options, outlining the pros and cons if necessary, to help your customers make an informed decision.

Offering solutions not only resolves the immediate problem but also fosters trust and loyalty, leaving customers feeling heard, valued, and confident in your team’s ability to provide exceptional service.

Customer Service Problem-Solving # 8 - Follow-Up

Once the issue is resolved, your customer service team shouldn’t leave your customers hanging. They should take the extra step to check in with them.

Whether it's a quick email or a phone call, asking if everything is going well shows that your team genuinely cares about their satisfaction even after the problem is resolved. It's a fantastic way to ensure their needs are fully met and to gather valuable feedback for continuous improvement.

Following up not only leaves a lasting positive impression but also transforms a simple resolution into a memorable and delightful customer experience . So, remind your team to circle back and make sure that your customers are smiling long after the issue is history.

Customer Service Problem-Solving # 9 - Document the Interaction

When your team members keep detailed records of customer issues and the steps taken to resolve them, they’re creating a valuable resource for your customer service team.

These records offer a clear picture of past challenges and solutions, making it easier to spot trends and identify areas for improvement. Plus, they guarantee consistency in your service by allowing any team member to pick up where you left off, providing a seamless customer experience.

Think of documentation as your team’s secret weapon for conquering future customer service adventures, helping them navigate problems with confidence and precision.

Customer Service Problem-Solving # 10 - Learn from Each Case

After resolving an issue, let your team take a moment to reflect on what went well and what could be improved. Have them analyze customer feedback and common issues to identify patterns and trends.

By turning each case into a learning opportunity, your team can continually refine their problem-solving skills and fine-tune your business’s customer service approach.

It's the key to growth, making sure that you and your team are always ready to tackle new challenges with even greater expertise. This ultimately creates happier customers.

Donna is an elearning content writer for SC Training (formerly EdApp), a mobile-based microlearning platform designed for today's digital training needs. When she's not writing web articles, she writes lines of code or songs or anything food-related.

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12 Top Techniques for Customer Service Problem Solving

In the dynamic landscape of customer interactions, effective customer service problem solving is more than beneficial — it's a necessity. It's about recognizing that every conversation is an opportunity to transform a challenge into a solution. This approach leads to an enhanced customer experience, where every interaction is valued.

Along with the do's, we'll highlight some critical don'ts to avoid. Whether you're new to the industry or a seasoned professional, this blog post is dedicated to uncovering effective strategies and techniques that will elevate your customer service problem solving skills to the next level.

Understanding Customer Service Problem Solving: The Essentials

The essence of problem solving in customer service lies in effectively identifying, understanding, and addressing the challenges faced by the customer. This skill set goes beyond issue resolution; it encompasses empathy and practical knowledge to develop solutions that elevate the experience with your brand. On a general level, this can be achieved through active listening and ensuring that service representatives grasp each customer's unique situation. Most customers do not want robotic replies, especially when they are being told "no." They want tailored replies and solutions to their issues.

Why is problem solving in customer service so important? It stands as the cornerstone of building customer retention and trust. When issues are resolved with care and efficiency, it reinforces confidence in your brand. It also solidifies a strong, positive brand reputation. This proactive approach in addressing customer needs helps foster long-term relationships. Further, it ensures a lasting impact on your business's image and customer loyalty.

12 Key Customer Service Problem Solving Do's and Don'ts

Do regularly train and update your team's skills.

Why It's Important: Customer service training plays a vital role in keeping your team equipped to handle a wide array of customer issues effectively.

Example: Implement regular training sessions that cover new customer service tools, communication techniques, and updates about products or services. This could involve workshops on handling difficult conversations or training on new software features.

Best Practice: Schedule ongoing training and development programs. Encourage continuous learning by providing resources like webinars, workshops, and access to relevant industry content.

Do Celebrate and Share Positive Feedback

Why It's Important: Sharing positive customer experiences can motivate your team and demonstrate the value of excellent customer service.

Example: When a customer compliments a team member or expresses satisfaction with a resolution, share this feedback with the team. This not only boosts morale but also sets a standard for the quality of service.

Best Practice: Create a system for collecting and sharing positive customer feedback to highlight success stories and best practices. This can be done both internally within the team and externally on social media or marketing materials. You may also consider incentivizing positive feedback. For example, if an employee receives 20+ 5 star reviews via the customer feedback survey, they receive a $25 Starbucks gift card.

Do Utilize Technology to Enhance Efficiency

Why It's Important: Leveraging the right technology can significantly streamline service processes, leading to quicker problem resolution and more proactive customer support.

Example: Implementing a customer service ticketing system can help track and manage customer queries more efficiently, ensuring no issue is overlooked. Also, implementing chatbots on your website can create an added level of convenience for your customers.

Best Practice: Research and invest in customer service tools that suit your business needs. This might include CRM systems, chatbots, or advanced ticketing systems.

Read More: What is AI Ticketing and 10 of Its Benefits to Customer Support Businesses

Do Create Personalized Customer Engagement

Why It's Important: Personalized customer interactions based on the customer's history and preferences demonstrate a deep understanding of their needs.

Example: Use data from previous interactions to tailor your approach. An example is referencing a customer's past purchases or support issues when offering assistance. This shows the customer that they are valued and remembered.

As you go down this path, you can begin to segment your client base into specific customer types. Some examples might be the "tech-savvy," "senior citizen," and "business-owner." You can approach each of these customer types with a different style, and can even consider personalized email messaging.

Best Practice: Train your team to use customer data effectively to personalize each interaction. Utilizing CRM systems can help in storing and retrieving relevant customer information to make each interaction more personal and meaningful.

Do Offer Multi-Channel Support

Why It's Important: Providing multichannel customer support meets customers where they are most comfortable. This can be whether it's via phone, email, social media, or live chat.

Example: A customer prefers to communicate via social media messaging for quick queries but uses email for more detailed discussions. Offering both channels caters to their preferences.

Best Practice: Implement a strategy that integrates various communication channels seamlessly. This can help provide consistent and effective customer support across all platforms. Most employees can be cross-trained on all these platforms, which is something the organization should strive for.

Do Understand and Adapt to Generational Differences

Why It's Important: Effective communication strategies are key to tailoring your approach to meet the varying needs of each generation.

Example: While a baby boomer might prefer a detailed phone conversation with plenty of confirmation throughout, a millennial might favor a quick chat message.

Best Practice: Train your team to recognize and adapt to the differing needs of each generation. Coming up with a "cheat sheet" of things to keep in mind for each age bucket can be a great resource for employees.

Read More: Customer Service Excellence Across All Generations

Don't Make Assumptions About the Customer's Issue

Why Not: Jumping to conclusions without fully understanding the customer's problem can lead to miscommunication and potentially worsen the situation. It's crucial to approach each issue with an open mind.

Example: If a customer is unhappy with a product, avoid assuming it's due to user error. It could be a misunderstanding about the product's features or an actual defect. Assuming user error can infuriate a customer as they consider you are blaming them directly for the issue they are having.

Better Approach: Always ask clarifying questions and listen carefully to the customer's explanation. This ensures that you fully understand the problem before offering a solution. An example might be if you offer computer security software that requires user set-up. You, as the employee, should be knowledgeable about the process already. Ask the customer to explain the steps they took during installation to see if they have missed one or done things out of order.

Don't Neglect the Emotional Aspect

Why Not: Focusing solely on the technical side of a problem-solving process and ignoring the emotional intelligence in service can make them feel undervalued and frustrated. Focusing on emotional intelligence gives a more comprehensive understanding of the customer's feelings.

Example: If a customer is upset about a delayed shipment, simply explaining the logistics process without acknowledging their frustration can leave them feeling unheard. They want to know that you understand where they are coming from.

Better Approach: Empathize with the customer's emotional state. A simple acknowledgment like "I understand how frustrating this must be" can go a long way in calming an upset customer and building rapport. Using the logistics example, put yourself in the customer's shoes. They may be waiting for an important package, perhaps a medical device, or a birthday gift for a loved one. Each situation should be treated as if the package contains something of timely importance, not just any materialistic good.

Don't Overlook the Importance of Follow-Up

Why Not: Failing to follow up can leave customers feeling neglected and can lead to unresolved issues resurfacing.

Example: After resolving a customer's issue, not checking back to confirm their satisfaction can lead to missed opportunities for feedback and improvement. For example, let us say that you work for a telecommunications company. You visit a client to resolve an issue with a cable tv box that seems to turn off at random intervals of use. You have not heard from the customer in a week. Even though it is safe to assume that all is well, it is still a nice gesture to check in with the customer to ensure everything is working well. They will appreciate that and likely remember you for outstanding service.

Better Approach: Implement a system to routinely follow up with customers after their issues have been addressed. This will help increase satisfaction and provide valuable feedback. This can be done via an email survey, phone call, or even personal visits, depending on the type of business.

Don't Underestimate the Power of a Knowledge Base

Why Not: A well-maintained knowledge base is a vital tool for efficient problem solving. Neglecting it can lead to inconsistent or outdated information being provided to customers.

Example: Customer service representatives relying on an outdated knowledge base might provide incorrect information. This can lead to further customer frustration. For example, a customer may be calling you back about an issue regarding a malfunctioning cable TV box. If you do not have a record of the initial call notes, or have notes about a similar issue from two years ago, this is cause for confusion and frustration.

Better Approach: Regularly update and maintain your knowledge base. This ensures that your team has access to accurate and current information, which is important for effective problem-solving. Investing in good cloud-based knowledge base software is a prudent step.

Read More: Everything You Need to Know About Customer Service Knowledge Base Software

Don't Dismiss Customer Feedback

Why Not: Ignoring customer feedback can lead to repeated mistakes and missed opportunities. Customer feedback analysis is essential for continuous improvement and innovation.

Example: Not taking customer complaints seriously or considering them for future changes can result in a loss of trust and customer loyalty. For example, let us imagine that you manage the mens clothing design at a noteworthy athletic brand. You change the design of a pair of popular pants and start to receive negative feedback about the fit on post-purchase surveys. If you take no action, customers could boycott your brand.

Better Approach: While it is one thing to actively encourage customer feedback, it is another to action this feedback into a tangible result. Use received feedback to inform service improvements for customers and training programs for employees.

Don't Rely Solely on Scripted Responses

Why Not: Over-reliance on scripted responses can make customer interactions feel impersonal and ineffective, especially in complex problems.

Example: Using a standard script for a unique problem can frustrate customers who seek a more personalized approach. For example, imagine you are a customer looking for a refund on a product you did not receive, even though the company claims to have shipped it. If the company replies using a generic response such as, "while we are sorry your item did not arrive, we completed our end of the agreement by sending it out. Please follow-up with the shipping company." While this is technically correct, customers do not want to be passed from company to company to get their answer. In this case, it might be more valuable for the seller to contact the shipping company on the customer's behalf and open up an investigation. Going the extra mile saves the customer added time and frustration. It might also score you, as the seller, some extra points and loyalty.

Better Approach: Train staff to use scripts as guidelines rather than strict rules. Encourage them to personalize interactions based on the specific context and customer needs.

Read More: Seamless Customer Experience: Top 10 Strategies for Better Service Delivery

The Bottom Line: Mastering Customer Problem Solving

Effective customer problem solving is essential in the dynamic world of customer service, turning every interaction into an opportunity for positive change. As highlighted earlier, addressing and solving customers' problems is not just about quick fixes but about creating lasting relationships. This involves actively listening, empathizing, and using tailored strategies to meet individual customer needs. This approach not only resolves immediate concerns but also sets a high standard for customer service, contributing to the long-term success of any business.

To elevate your team's game, explore Giva's innovative Customer Service Software . With features like a customizable dashboard, robust reporting analytics, and quick setup, Giva is designed to streamline your customer service process. Experience Giva's impact on your customer service delivery by trying it free for 30 days .

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22 Customer Service Skills For a Positive Customer Experience

If you work with customers, you need these 22 customer service skills to help create a memorable customer experience.

FREE CUSTOMER SERVICE TRAINING MANUAL TEMPLATE

Train and onboard your new customer support hires with this downloadable template.

Updated: 01/10/23

Published: 01/10/23

A word to the wise: The customer is in control. Not most of the time or half the time — always .

For those in the customer success or customer service industry, this notion should shape every interaction we have with the customer, both pre- and post-sale. But there's more to it than that. There are a handful of critical customer service skills and sentiments that should inform the way we interact with our customers .

Depending on your product or service, these must-have skills may vary a bit — in some cases, some skills will come in handy more often than others. But if you can master the nine we've outlined below, we can promise you'll be better for it.

Customer Service Skills

Customer Service Areas

What are good customer service skills?

• Problem Solving
• Flexibility
• Resourcefulness
• Positive Mindset
• Time Management
• Sense of Urgency
• Product and Industry Knowledge
• Active Listening
• Consistency
• Accountability
• Perseverance
• Attentiveness
• Persuasiveness
• Clear Verbal Communication
• Clear Written Communication
• Desire to Improve

1. Patience

At its core, having patience means being able to regulate your own thoughts and emotions — even in times of high stress or delay. For folks in the customer success industry, patience is a necessary skill.

Unfortunately. in a world fueled by technology and instant gratification, patience is becoming a bit of a dying art. Both customers and those serving them are accustomed to expediting nearly everything they do, making quick decisions in the process. But this isn't always the right approach.

By approaching customer interactions with a relaxed, thoughtful demeanor, you'll find that it's easier to overcome customer obstacles without compromising the quality of service — and keeping your customers happy in the process.

2. Problem Solving

The primary role of service teams is to solve for the customer, so it’s no surprise that problem-solving is high on our list. Customers reach out to service teams for assistance and it is up to us to provide solutions.

This will require a bit of intuitiveness on your part to figure out what customers need. For example, if they contact you about adding a new employee to their account, you may anticipate providing onboarding assistance to get their new hire up to speed with how to use your product or service.

3. Flexibility

In some cases, process is necessary. But more often than not, too many processes can have an adverse effect on your customer conversations. When we put process before people, we lose sight of the end goal: helping the customer achieve their desired outcome .

If you want to thrive in a customer success role, learning to be flexible will help you hold your own — especially when faced with "on-the-ground" situations and decisions. Rather than viewing customer success as a straight and narrow path, consider all of the ways in which you can help a customer, and choose the path that best suits their unique needs.

4. Resourcefulness

Speaking of flexibility, customers may contact you with issues that may not have a simple solution. For those challenges, it’s important to be resourceful.

Author Todd Dewett explains “It's a skill you have to have because you know what? You'll never have enough time, the perfect skills on your team, or a big enough budget.”

In this field, the probability is high that you’ll be tasked with coming up with a creative solution to accommodate customer needs.

When a customer reaches out to your company for support or advice, they want you to help them. They also want to feel heard in the process.

Some simple ways to prove that you're on their side and committed to helping them include celebrating their successes or showing genuine concern when things aren't going to plan. These small considerations can make a world of a difference when it comes to creating a positive experience across the board.

Consciously remind yourself how you would want to be treated if you were in the customer's shoes. In most cases, this level of mutual understanding can help to put the customer at ease and set the tone for a more productive conversation, despite any frustrations they are experiencing.

6. Positive Mindset

In addition to having empathy, it’s important to always remain positive when interacting with customers and your larger team. Your customer may be frustrated when they first contact you, but your tone and mindset can turn their experience around for the better.

When interactions become tense, don’t take it personally. Remember that the core function of your role is to help and use that as your North Star.

7. Resilience

Another trait that will serve service reps well is resilience. Being on the front lines of customer interactions requires a thick skin. Otherwise, one negative interaction can tank your whole day.

Learn to let go, and approach each new interaction as an opportunity to better serve your customers and retain their loyalty.

8. Proactive

One way to prevent future obstacles is to be proactive. Sometimes you can anticipate a customer’s needs and address any potential issues. Take this correspondence with Semrush for example. I had just signed up for an account and their service rep reached out to answer any questions I may have.

What we like:

Instead of waiting until I had hiccups, Semrush reached out with materials to help me through the onboarding process and familiarize myself with the tool. This not only provided a positive interaction but saved me time as I didn’t have to struggle to figure everything out on my own.

9. Efficiency

At the end of the day, customers are looking for one thing: reliable, efficient service. Bear in mind that this doesn't mean grabbing at the quick-fix approach just to get the job done faster. (Remember our previous mention of patience?)

Efficiency in customer interactions is all about determining the most effective systems for helping them arrive at their desired outcome. It requires a careful balance of timeliness and commitment to satisfaction.

One of the best ways to streamline your interactions is to provide prompt, productive service. This involves taking the time to know your product and/or industry inside and out, which leads us to our next point.

10. Time Management

Properly managing your time as a service rep is key to your success and sanity. You may be dealing with hundreds of help tickets per week, interacting with several clients each day. Without proper time management, your workday can become an overwhelming mix of frustration and dread.

Develop a routine that helps you stick to a schedule and allows you to tackle your client’s needs in order of urgency.

11. Sense of Urgency

As a service rep, not only are you tasked with problem-solving, but you must do it quickly. Customers want to know that you are actively trying to remedy their issues.

However, every obstacle is not always a quick fix. To avoid adding to client frustration, it’s important to set timeline expectations. If a problem is going to take a few days rather than a few minutes, communicate that to the client. If possible, give them a workaround option until you can fully resolve it. That way you buy yourself some time while allowing them to continue business with little interruption.

Either way, set timeline expectations at the start, so everyone is on the same page and continue to update clients on progress.

12. Product and Industry Knowledge

Deep-seated product and industry knowledge is perhaps one of the most valuable skills for a customer service or customer success manager to lean into. Gaining and continuously expanding your understanding of the product your servicing affords you the confidence you need to carry out customer interactions with ease and exactness.

A strong personal knowledge base also translates into increased professionalism, enthusiasm, and efficiency. It can function as a competitive advantage and a signal to customers that you're taking their business seriously.

13. Active Listening

Before you help, you need to listen. As the listener, it's your job to gather all of the information you need about a customer's situation to properly uncover and surface a solution.

But active listeners don't only pay close attention to what's being said — they also tune into what's not being said. Oftentimes, being conscious of both will help you piece together a response that is both informed and on-point.

If you really want to prove that you're hearing them, restate their problem in their own words. This exercise forces you to remain engaged and helps to let the customer know you're really committed to hearing them out.

14. Honesty

It sounds cliche, but when it comes to customer interactions, honesty is the best policy. While we don’t want to let customers down, we also don’t want to mislead them. If there is a problem or delay in service, it’s best to just communicate that and apologize for the inconvenience.

During the pandemic, customers experienced all sorts of shipping delays on products they ordered. The boots I had ordered from Modern Vice were way past their shipping window so I inquired about the hold-up.

Modern Vice was honest about the delay and their capacity to handle orders. Sure, I was bummed, but I appreciated their transparency.

15. Consistency

Consistent delivery is important when it comes to a customer's perception of service.

With this idea in mind, you should be thinking about providing a familiar sentiment across every touchpoint you have with customers — one that is reflective of your brand's core values and commitment to customer success.

Remember, it's much easier to work on nailing this undeviating experience upfront, as correcting inconsistency issues after the fact can be both costly and time-consuming.

16. Accountability

When you're tasked with assisting a customer, whether it is a transactional support issue or a long-term business relationship, their problems with your product or service become your problems. You own the issues and it's your job to solve them in an informed and timely fashion.

This type of responsibility requires a great deal of accountability — in other words, you need to not only own your actions, but also their implications.

Manners took responsibility for sending a damaged product and took steps to make it right. I couldn’t return the item since they didn’t offer international returns at the time, but they gave me a partial refund and a discount to use on future purchases.

Without clear accountability, execution falls flat. And a delay in your response time directly influences a customer's perception of your service quality.

To avoid this, accept responsibility and act accordingly.

17. Perseverance

In a people-facing role, it's easy to feel discouraged and frustrated when you're regularly being knocked down by difficult interactions. Luckily, it's in your control to determine how you respond.

According to Carol Dweck , you can choose to have one of two mindsets:

• A fixed mindset: Operating under the notion that your abilities, talent, and intelligence are fixed traits that cannot be expanded or strengthened.
• A growth mindset: Viewing your abilities, talents, and intelligence as traits that you're in control of — traits that you can develop and improve.

18. Attentiveness

While chances are you won’t have a ton of free time as a service rep, providing clients with a bit of attentiveness goes a long way. Take this note from my local spin studio, BYKLYN.

They checked up on me before the end of my trial period just to see how I was enjoying the classes and address any issues I may have. This was also an excellent opportunity to join as a monthly member. The personal touch was appreciated.

19. Persuasiveness

Sometimes you may not be contacted to troubleshoot a problem at all, and instead will be contacted by potential customers on the fence about purchasing your product.

You don’t want to turn them away by saying the wrong thing. For example, if a customer inquires about a program you are offering that no longer has availability you could say “Sorry, the class is full and we’re not accepting new signups at this time.”

A better, more persuasive option would be “Slots/seats will be available next week, and I can add you to the waitlist so you’ll be notified as soon as spots are available.”

This still communicates that space is currently unavailable like the first option, but instead focuses on when the client can sign up rather than simply telling them enrollment is closed.

20. Clear Verbal Communication

However, whatever, and whenever you're communicating to customers, clear communication is key. Both the words you use and the intention behind them matter. Customers can pick up on insincere, rushed interactions — even over the phone or live chat.

When speaking with customers, try the "Problem, Solution, Benefit" framework. Repeat the customer's problem back to them to confirm you heard it correctly and to show your understanding. Share the solution along with the actions the customer can take to solve the problem. Explain the benefit of the solution to solve the problem as well as to avoid future problems and inconveniences.

Here's an example:

• Problem: "I'm sorry to hear that your payment method isn't working on our website."
• Solution: "To resolve this, log into your account and go to Profile > Settings > Payments and re-input your card number. Be sure to include the expiration date and mark the card as your preferred payment."
• Benefit: "This will ensure your payment method is saved so that all future purchases will be easy and quick!"

21. Clear Written Communication

As mentioned above, both what you say and how you say it can greatly impact customer interactions. This is even more important with written communication like email, where it’s difficult to discern tone.

If troubleshooting an issue over email, clearly communicate steps using bulleted or numbered lists and use screenshots whenever possible. Visual aids are an excellent tool to help users navigate your site and cut down on mistakes.

22. Desire to Improve

The service team’s work is never done. To excel in this role, you’ll need to continuously hone your skills and increase efficiency. You’ll never stop learning.

• Customer Service Channels
• Customer Retention

While the above customer service skills address specific ways you may interact with customers, these customer service areas address the larger "themes" you may see in your role (or perhaps how your customer service team is organized).

1. Customer Service Channel Mastery

Nowadays, customer service professionals use a myriad of tools. While the above skills apply to any and all customer interactions, some channels may require different skills and best practices.

For example, the synchronicity of a phone conversation can help solve certain problems whereas the asynchronous nature of email or social media may lend itself better to other issues. Moreover, the different channel interfaces require different language, tone of voice, and levels of explanation.

For example, it's easier to demonstrate a solution over email, where you can include screenshots and links. On the other hand, a phone call may make it easier to chat through an issue with a customer who may not need a step-by-step fix.

Customer service channel mastery is an important customer service area to train and hone.

2. Customer Service Management

Customer service management requires some different skills than working directly with customers. Management should create processes on which representatives (and customers) can rely.

This customer service area should focus on training, feedback, process development, onboarding, product training, meetings, and team alignment.

Customer service management is also responsible for the quality of service — ensuring all representatives serve customers with accurate, relevant, timely information. This can be improved through new guidelines and standards.

3. Customer Retention

Retaining customers is less expensive and more impactful than continuously attracting new ones. The customer journey shouldn't cease when a sale is made — delight is an important component of the flywheel . Not only does it keep customers around, but it also incentivizes word-of-mouth marketing, which can bring in more new revenue than your own marketing.

Customer service is at the heart of customer retention. Encourage your team to solve for the long game of customer service — keeping your customers satisfied ... and keeping them, period.

Master These Customer Service Skills and Areas

By choosing to adopt a growth mindset, you give yourself permission to persevere through challenges and come out stronger on the other end.

If you're looking to build your career in a customer-facing role, prioritize these customer service areas and skills. Your customers will thank you!

Editor's note: This post was originally published in February 2021 and has been updated for comprehensiveness.

Don't forget to share this post!

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How to Improve Problem Solving Skills in Customer Service

Keeping customers happy pays off.

Happy customers buy more, generate positive word-of-mouth advertising, and create great referrals.

Unhappy customers complain, and they do it loudly. What’s worse, for every customer that complains, 26 stay quiet .  

Delivering great customer service can be challenging, but why?

According to Jeff Toister of Toister Performance Solutions and author of three customer service books , there are five reasons why customer service is so hard:

• It’s not instinctive
• Our customers see what we don’t
• It’s sometimes hard to be friendly
• We aren’t good at multitasking
• Directed attention fatigue

So how do we overcome these challenges ?

Problem-solving.

“Every problem has a solution. You just have to be creative enough to find it.” Travis Kalanick

One of the main reasons our customers do business with us is because we solve a problem for them.

Depending on your product or service, your business can help customers:

• experience something new
• feel comfort
• become healthier

What problem does your business solve for your customers?

Problem -solving skills is vital to Customer Service

Solving a customers’ issue should be the goal of every one of your people.

But typically in the past, when an issue escalated to a certain point, help desk service or customer service reps (CSRs) were told to escalate these calls to a supervisor or manager.

More and more companies are asking customer service reps (CSRs) to handle these types of issues, not managers.

That’s a big change for many CSRs.

It’s also a task CSRs can get right with the proper problem -solving skills training . Failing is not an option for CSRs. It’s just too costly.

What is the impact of poor customer service?

Companies lost $75 billion in 2017 from customers switching to competitors because of bad service. That’s up $13 billion from 2016. With customers demands increasing each year, it doesn’t take much to disappoint customers with poor customer service. Obviously, CSRs need to be at the top of their games to keep customers happy.

This guide offers tips on how to help your people solve customer service problems quickly, efficiently, and cost-effectively.

The guide covers the following topics:

• Critical thinking in customer service
• Rules to help customer service people think critically
• Basic customer service problem-solving scenario
• Concrete steps to solve a customer problem

Keeping customers happy can boost customer loyalty, corporate productivity , and business profitability—goals for every company out there.

“Fall in love with the problem, not the solution.” Uri Levine

Critical Thinking in Customer Service

Delivering epic customer service is essential these days. But that’s easier said than done, given today’s more demanding customers.

Identify critical thinkers

To manage demanding customers requires someone highly skilled in troubleshooting—someone with the creativity to solve difficult problems.

All while under the pressure of the customer.

So, look for customer service people that are creative problem solvers when hiring new workers. These people have a penchant for thinking outside the box to solve problems.

That includes not just the ability to think rationally , but also the need to question the information given. Put simply, critical thinking is never taking anything for granted.

Build critical thinking skills

Customer service people can develop critical thinking skills with practice. In a post by Ransom Patterson on CollegeInfoGeek.com reveals seven ways people can improve critical thinking skills:

• ask basic questions
• question basic assumptions
• be aware of your mental processes
• try reversing thing
• evaluate existing evidence
• think for yourself
• remember you are not perfect

Apply these tips encourages critical thinking.

Another critical thinking technique CSRs can use is constructive controversy. A proven problem-solving method, constructive controversy helps you decide if a decision we’re making is the right one for you. Here’s more on this technique .

Basic Customer Service Problem-Solving Scenario

Savvy businesses aren’t afraid to provide employees with customer service problem-solving training.

One aspect of this training is learning the four phases of a problem-solving situation and what to do during each phase. See below:

Listen to customers

Listening is the first step in solving customer’s problems. It’s also the most critical. But customer service people often need training to do it well.

If customer service reps don’t listen, they won’t know the nature of a customer’s problem and its impact on him or her.

Sometimes, all customers want is for CSRs to lend a sympathetic ear. Other times, they need more.

Also, CSRs need to let customers vent without interrupting them.

Acknowledge customer’s pain

During this phase, CSRs need to acknowledge they heard customers and “feel” their pain.

Paraphrasing the problem back to a customer says you’ve done that. It also makes sure everyone is on the same page. If CSRs don’t fully understand the issue, they may end up providing the wrong solutions. Saying something like “I’m sorry you had to call us to deal with this issue” also helps.

Offer alternative solutions

If the issue is merely an oversight on the customer’s part, no remedy is needed.

But if the situation is the company’s fault or a product or service fails, you may need to offer alternative solutions.

Resolution is critical.

In this case, the customer not only didn’t get what he or she wanted but also were inconvenienced. That’s a bad combination no matter how you look at it. Going above and beyond by resolving the issue and offering a free product or service, a special coupon, or a gift voucher goes a long way with customers.

Execute/Follow-up

After agreeing on a solution, CSRs need to execute. Then, you need to follow up. That ensures that customers end up happy with the resolution and are satisfied with the outcome. If they’re not, then customer service people need to find a way to satisfy them.

Understanding these phases of a successful issue resolution is crucial when dealing with unhappy customers. It’s the “secret sauce” to keep buyers happy.

Extra: Be prepared

In addition to this approach, you may want to have some prepared responses to seven stock questions customers ask. They’re questions that almost every company gets:

• Why don’t you have it in stock?
• Why didn’t you or your company tell its customers?
• Why did I pay less the last time I was here?
• Can I have a refund because of this problem?
• You did it last time I was here?
• You said the problem/product was fixed?
• You said you’d call me when the problem was fixed.

Providing stock responses to these questions not only helps customer care people follow company guidelines but also keeps customers happy.

How to Handle Customer Service Issues: 9 Steps

Problem-solving often seems straightforward, but that’s not always the case. Sometimes, it’s complicated. Having workers well-versed in problem-solving skills and techniques for customer care representatives helps. Approaching issues in a systematic way simplifies the problem-solving process.

Below is a 9-step process that can help CSRs resolve even the most complex customer service issues:

Identify the problem

The key to doing this is to ask the right questions. Below are some customer service problem-solving interview questions:

• What is this call really about?
• Is there an underlying issue causing the problem the customer isn’t aware of?
• What does the customer want us to do?
• Is the issue being made worse by a known problem or bug?
• Is this issue identifying a repeated customer service problem or is it a new issue?

These questions can help CSRs pinpoint the real problem. It’s not always what customers think. Acknowledging the customer’s pain, as we said above, also helps.

Find out what customers need

Try to understand how customers see the issues involved and try to get a solid understanding of his or her needs. If appropriate, ask customers what they’ve done to resolve the issue.

Find out how the issue impacts the customer

Understanding how an issue affects a customer is crucial. It helps CSRs not only connect with the customer but also prioritize tasks.

Clearly define the root of the problem

Having identified the problem in steps 1 to 3, you now need to understand what caused the problem. By identifying the cause of the problem, you will have a better idea of how to solve it. Also, you will know how to avoid a simialr problem in the future.

Produce possible solutions

Knowing the problem, your customer care person needs to start brainstorming solutions. They also need to find out what solutions other co-workers may have used to solve the problem. CSRs can then generate a list of potential solutions.

Evaluate each solution and pick the best

Evaluate all the solutions. Decide if you have the resources to implement it, how much the solution costs, how long it will take to execute it, will it resolve the issue, and if it follows company policy.

Plan the solution’s implementation

Some solutions are easy to execute. Others are harder. For harder solutions, think about who will execute the solution, what will it costs, when and where you will execute it, and how will it be implemented. Also, double check out the benefits of the solution.

Discuss the solution with customers

Having nailed down the solution’s details, discuss it with the customer. Walk through it with him or her step by step and ask for feedback. Be ready to adjust the plan. Execute the solution — After the customer approves the solution, it’s time to execute it. Follow up to certify the progress of the solution, that you’re meeting any deadlines and where you stand with the budget. Re-work your plan, if necessary.

Analyze the results

Having finished the implementation, analyze the results. Use quantitative and qualitative data, if available. Can you improve the solution? Also, ask the customer if the resolution met their expectations. That’s critical.

This ten-step process may seem a bit much for call center agents, technical support people, and customer care representatives to tackle. But using it works.

Having customer care people go through it step by step helps your CSRs quickly resolve customer issues the first time that customers call. Track resolution time to see how your CSRs are doing.

Resolving issues when customers contact your business keeps them happy.

Happy customers buy more, generate positive word-of-mouth advertising, and create outstanding online referrals. On average, a happy customer tells nine people about their experience with you.

Keeping customers happy is the secret to boosting customer loyalty, increasing profitability, and differentiating you from competitors. Doing those things can take your company to the next level.

Unicom Teleservices

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The Guide to Effective Customer Service Problem Solving

Cases that start as “I don’t know” quickly become “I figured it out!”

“I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. In this guide, we’ll give you the steps to turn that “I don’t know” into something better:

“I don’t know, but I’m going to figure it out.”

With this guide to effective customer service problem solving, we give you a three-step process to follow:

• take stock of the information you’ve been given,
• gather any additional information you need,
• and then work to solve the problem and respond to the customer.

Let’s get started.

Assess the information you have

Information is the most important tool in your tool belt. The first step in solving any problem is to identify all the information you already know. Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know.

Customer’s tone

How does your customer feel about the situation? Are they technically minded, or are they struggling to describe technical issues ? Are they calm and cooperative? Or combative and frustrated? Is this a deal-breaker for them? Or is it just a weird bug? The demeanor of your customer will inform how you approach the situation going forward.

Customer’s history

Do a quick review of the customer’s previous support interactions, any purchases they’ve made, what plan type they are on, etc. This context will help you replicate the issue, as well as respond appropriately to the customer.

What’s happening?

Do you know enough about what’s happening? Have they sent through screenshots? Error messages? Console data? What were they trying to accomplish? It doesn’t need to be a technical problem for this step to still be important. Understanding what the customer’s motivation is will help solve a variety of issues.

Has this happened before?

It’s very unlikely that this is a brand new problem. Has the customer reported it happening before? Has any other customer reported it happening before? Help desk search functions are incredibly powerful tools. Search error messages and problem statements to see if other customers have reported similar issues. You can also search the internet to see if it’s a third-party issue. For example, if you’re using a third-party payment system, you might be seeing one of their errors when customers are purchasing on your website.

Gather more information

Okay, we’re partway there! If you didn’t have an epiphany while you were sorting through the information already at your disposal (sometimes that happens!), it’s time to gather more data.

Can you replicate it?

There’s no way to get more information than to get hands-on with the problem. Do you see the same thing happening?

If not, what information do you need to replicate it?

If you can’t replicate the issue, it’s probably because you’re doing something different or in a different environment. What information do you already have about the customer’s environment? What do you need to know in order to do exactly the same thing?

• Environment: browser version, extensions (try it incognito?), other settings.
• Steps: can they record a screengrab? What are they trying to do? What error message do they get?
• Specific settings: what account are they using? What version of your product are they using? If you can try it in their account (using “admin mode” or “god mode” so you can see it without asking for their username or password), does it happen for you as well?

Ask other people

Now’s the time to check in with other people on your team to see if they have any ideas. Have they ever seen something similar?

Depending on your relationship with your product and engineering team, you may also be able to check in with them at this point. However, many teams have a more formal bug reporting process in place to prevent “side of the desk” questions from interfering with their workflow. If that’s the case, you may want to do more research first.

Solve the problem

Now you’ll need to actually solve the problem for the customer. It might require finding a workaround, or reporting a bug to the development team.

Bug or works-as-designed?

Once you’ve replicated the issue, you’ll need to decide whether that is the way it’s supposed to work, or if you’ve found a bug. If it’s a bug, congrats! You can file a bug ticket and ask your engineering team to fix it. If it’s a feature or a design flaw, you may need to make a case for an update. In this case, the complex problem may turn into a feature request.

Is there a workaround?

Can you get to the customer’s desired end result in another way? Whether the issue turns out to be a bug or a feature, if you can find another way to achieve their goal, your customer will be happy!

Write a great response

Once you’ve replicated the issue, solved the problem, found a workable solution, or at least documented the bug for a future fix, you need to get back to the customer. Writing an empathetic, thorough response can make all the difference in a complex situation.

In many cases, your response will follow the same steps as a great customer service apology :

• Offer explanation
• Fix the problem
• Wrap it up and let them know what’s next

Resources for Customer Service Problem Solving

We all need a little help sometimes. If you’re learning how to fix more difficult problems, these resources can help.

Help Scout’s Art of Troubleshooting

On a mission to troubleshoot a bug? This guide is super helpful .

Support Details website

Learn how to use Developer Tools, especially Web Consoles

Be like Sherlock, and look for clues!

Customer support requires communication skills and problem-solving skills. Looking for the clues to solve the puzzle becomes a big part of your job as soon as you start to take on more difficult customers. With this guide to customer service problem solving, you’ll have a systematic way to approach those tough questions. Cases that start as “I don’t know” quickly become “I figured it out!”

How did you like this blog?

Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada. When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter @sarahleeyoga to keep up with her adventures.

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In today's highly competitive business landscape, delivering exceptional customer service is more important than ever.

With so many options available to consumers, businesses need to ensure they are providing a high level of service to stand out from the competition.

To do this, customer service representatives must possess a range of important customer service skills. From patience and problem-solving to multitasking, I've compiled a list of 25 skills of exceptional customer service .

These skills are the foundation upon which customer satisfaction and loyalty are built.

In this article, we will explore some of the most important customer service skills that every representative should possess to provide excellent service and drive business success.

1. Active listening

Active listening is a crucial component of good customer service. It involves fully concentrating on what the customer is saying, both verbally and non-verbally, and seeking to understand their perspective.

By actively listening, customer service representatives can better identify and address the customer's needs and concerns.

One important technique for active listening is to focus on the speaker and avoid distractions . This means avoiding multitasking while on the phone or in-person with a customer, and making eye contact and nodding to show that you are engaged in the conversation.

Another technique is to ask clarifying questions to ensure that you have a clear understanding of the customer's needs. This not only helps to ensure that you are addressing the customer's concerns effectively but also demonstrates to the customer that you are actively listening and taking their concerns seriously.

Reflecting on what the customer has said is also an effective active listening technique. This involves paraphrasing what the customer has said to show that you understand their perspective and to clarify any misunderstandings.

2. Problem-solving

Customer complaints and issues are inevitable, and how they are handled can significantly impact customer satisfaction and loyalty.

Effective problem-solving involves a number of steps. The first step is to identify the issue and gather all relevant information. This may involve asking the customer questions or conducting research to better understand the problem.

Once the issue has been identified, it is important to remain calm and professional , even if the customer is upset or frustrated. Using positive language and acknowledging the customer's feelings can help to diffuse the situation and build trust.

The next step is to work collaboratively with the customer to identify potential solutions. This may involve offering alternatives or suggesting compromises. It is important to be flexible and open to different solutions , as this can help to demonstrate that the customer's needs are being taken seriously.

After identifying a solution, it is crucial to honor any commitments made. This can involve taking appropriate action to address the issue or following up with the customer to confirm their satisfaction with the resolution.

3. Communication skills

Clear and concise communication is essential in building trust, managing expectations, and resolving issues.

When communicating with customers, it is important to use language that is easily understood. This may involve avoiding technical jargon or industry-specific terminology and using simple, straightforward language.

Both verbal and written communication skills are important in good customer service. Verbal communication involves speaking clearly and actively listening to the customer. It is important to use a friendly and welcoming tone and to avoid speaking too quickly or too slowly.

Written communication skills are equally important, particularly in the age of digital communication. This includes skills such as grammar, spelling, and punctuation, as well as the ability to convey information in a clear and concise manner.

It is important to take the time to review emails, chat messages, and other forms of written communication to ensure that they are error-free and effectively convey the intended message.

4. Product knowledge

Having a strong understanding and knowledge of the products or services offered is a critical component of good customer service. It helps customer service representatives to effectively assist customers with questions and concerns, and can improve customer satisfaction and loyalty.

Product knowledge involves having a deep understanding of the features, benefits, and limitations of the products or services offered by the company. This includes understanding how the product works, its intended use, and any associated policies or procedures.

When interacting with customers, having a strong customer service skills and a good product knowledge allows customer service representatives to provide accurate information and address questions and concerns more efficiently.

This can help to build trust and increase customer confidence in the company and its products or services.

5. Patience

Patience is an important interpersonal skill that can be developed and improved with practice. It involves the ability to remain calm and composed, even in challenging or frustrating situations.

In customer service, patience is essential in dealing with customers who may be upset or difficult to work with. By maintaining a positive attitude and demonstrating patience, customer service representative can help to de-escalate tense situations and work towards a positive resolution.

Patience can also help to build trust and credibility with customers. By taking the time to listen to their concerns and being patient in finding a solution, customer service team can show that they value their customers and are committed to providing excellent service.

There are a number of techniques that can help to manage frustration and maintain patience in customer service.

These may include:

• taking deep breaths,
• focusing on positive outcomes,
• and practicing active listening.

By staying focused on the customer's needs and remaining patient, customer service professionals can create a more positive experience for both the customer and themselves.

Among the crucial soft skills, empathy is one of the most important. It is the capacity to put oneself in the customer's shoes and understand their situation from their perspective.

Empathy is important in customer service as it can help to build a positive and lasting relationship with customers.

When customers feel that they are being heard and understood, they are more likely to feel valued and satisfied with the service they receive. It can also help to defuse tense or difficult situations and create a more positive outcome for all involved.

In order to demonstrate empathy, customer service agents must actively listen to their customers and try to understand their perspective. This involves being patient, asking questions, and showing genuine concern for their situation.

7. Adaptability

Adaptability is the ability to adjust and respond to different situations and customers. It is the capacity to be flexible and open-minded in finding solutions to customer issues.

In customer service, adaptability is important as it allows customer service representatives to respond effectively to the diverse needs and expectations of customers. By adapting to different situations and customers, customer service representatives can build stronger relationships with their customers and create a more positive and satisfying experience for them.

Adaptability also enables customer service representatives to find creative and innovative solutions to customer problems.

By being flexible and open-minded, customer service reps can develop new approaches and strategies to meet the unique needs and challenges of each customer. This, in turn, results in excellent customer service.

8. Attention to detail

Paying attention to detail is important in customer service as it can help to ensure that customer needs are met effectively and efficiently.

By being detail-oriented, customer service representatives can provide accurate and reliable information to customers, avoid mistakes and misunderstandings, and ensure that customer complaints and issues are resolved thoroughly and promptly.

Techniques for improving attention to detail include:

• taking detailed notes during customer interactions,
• reviewing and double-checking information,
• and asking clarifying questions to ensure understanding.

It is also important to develop strong organizational and interpersonal skills to manage multiple tasks and customer interactions effectively.

By paying close attention to details, customer service representatives can provide accurate and reliable information to customers, avoid mistakes and misunderstandings, and ensure that customer needs are met effectively and efficiently.

9. Conflict resolution

Excellent customer service skills must include conflict resolution, which is the ability to navigate difficult situations and find mutually satisfactory solutions that meet the needs of both the customer and the business.

Effective conflict resolution is essential in customer service as it can help to build strong customer relations , increase customer loyalty, and enhance the reputation of the business. Good customer service skills in conflict resolution require customer service representatives to be patient, empathetic, and skilled at communication and problem-solving.

Techniques for resolving conflicts with customers include active listening to understand the customer's perspective, acknowledging and empathizing with their feelings, and working collaboratively with the customer to find a mutually beneficial solution.

It is also important to remain calm and professional during conflict resolution interactions and to follow up with customers to ensure their satisfaction.

10. Time management

The ability to prioritize tasks, organize work schedules, and manage time effectively to ensure that customer needs are met promptly and efficiently is yet another important skill.

Time management skills are essential in customer service as it can help to increase productivity, reduce stress, and improve the quality of customer interactions . By managing time effectively, customer service reps can ensure that customer inquiries are addressed promptly, issues are resolved quickly, and follow-up is provided when necessary.

How to become better at time management? Some ideas to consider include:

• setting clear priorities and goals,
• planning and organizing work schedules,
• eliminating distractions,
• delegating tasks when appropriate,
• using technology to streamline processes,
• and taking breaks to recharge and refocus.

If you think about relevant skills in customer service, then time management should definitely be one of them.

11. Multitasking

Multitasking is a vital customer service skill that involves juggling multiple tasks while providing excellent customer service. It is the ability to manage several tasks and responsibilities simultaneously while maintaining a high level of quality in great customer service interactions.

Effective multitasking skills are essential in customer service as it can help to increase efficiency, reduce wait times, and improve the overall customer experience .

By managing multiple tasks effectively, customer service representatives can ensure that customer inquiries are addressed promptly, issues are resolved quickly, and follow-up is provided when necessary.

Techniques for effective multitasking include setting priorities, using task lists and reminders, and breaking larger tasks into smaller, more manageable ones. It is also important to stay organized and focused, avoid distractions, and seek help when necessary.

12. Positive attitude

Maintaining a positive attitude is crucial in customer service as it can greatly impact the customer service experience.

When agents are positive towards customers, they create a positive first impression and help to put customers at ease. They are more likely to engage in positive interactions, listen actively to customers, and offer appropriate solutions to their problems.

Developing a positive mindset, practicing empathy, and maintaining a sense of humor are a few techniques for maintaining a positive attitude. It is also essential to stay professional, remain calm under pressure, and avoid negative language or attitudes.

This approach can create a welcoming and friendly environment, build trust, and establish a rapport with customers that can greatly impact the customer service experience.

13. Persuasion and influence

Persuasion and influence are critical customer service skills that involve convincing customers to take a specific action or change their perception.

What are the techniques you could try? Active listening, understanding the customer's needs and preferences, and tailoring the message to meet their specific situation are just a few examples. It is also important to use positive language, establish credibility, and provide evidence or examples to support recommendations.

The importance of persuasion and influence in customer service lies in the ability to build trust and loyalty with customers, increase customer satisfaction, and improve overall customer experience.

When customer service team can effectively persuade and influence customers, they can provide solutions that meet their needs, address their concerns, and offer a positive customer service experience.

Effective persuasion and influence skills can help customer service representatives to build trust, establish rapport, and provide solutions that meet customers' needs.

14. De-escalation techniques

When customers become upset, it can be challenging to remain calm and professional. However, by using effective de-escalation techniques, customer service representatives can calm the customer down, address their concerns, and find a solution that meets their needs.

Effective de-escalation techniques include acknowledging the customer's concerns, and remaining calm and professional. It is also important to validate the customer's feelings, and offer alternative solutions if necessary.

Additionally, customer service representatives should avoid using negative language , raising their voice, or becoming defensive, which can further escalate the situation.

The importance of de-escalation in customer service lies in the ability to maintain a positive relationship with customers, reduce conflicts, and prevent negative feedback or reviews.

By using effective de-escalation techniques, customer service representatives can provide a positive customer service experience, even in challenging situations.

15. Teamwork

In many cases, customer service reps work in teams, and effective teamwork is critical to ensure that customers receive prompt and satisfactory assistance.

Effective teamwork in customer service involves sharing knowledge and expertise, communicating effectively, and collaborating to find solutions that meet customers' needs.

It is essential to establish clear roles and responsibilities , establish goals and objectives , and work together to achieve them . Effective teamwork also involves being open to feedback, supporting colleagues, and providing constructive feedback to improve performance.

The ability to provide efficient, effective, and high-quality service to customers relies heavily on this skill. By working collaboratively, customer service representatives can leverage each other's strengths and expertise to provide quick and effective solutions to customers' issues.

Teamwork also promotes a positive work environment, which can lead to increased job satisfaction, productivity, and employee retention.

16. Professionalism

Maintaining a professional demeanor with customers is yet another skill customer service professionals should master.

It involves presenting oneself in a polite, respectful, and courteous manner to customers, irrespective of the situation or circumstances.

The importance of professionalism in customer service cannot be overstated. A professional demeanor helps to build confidence and trust with customers , making them more likely to do business with a company in the future. It also helps to establish the reputation of the company as reliable, trustworthy, and customer-focused.

Professionalism in customer service is especially important in situations where customers are frustrated, angry, or dissatisfied. With this skill, customer service representative can de-escalate tense situations and work towards resolving customer issues.

17. Calm under pressure

When dealing with frustrated or upset customers or facing challenging situations, it is easy to become flustered, anxious, or defensive. However, remaining calm under pressure is essential to provide effective customer service.

Calmness under pressure is one of the soft skills that can be developed and improved with practice. You can try deep breaths, focusing on the present moment, and maintaining a positive mindset. Having a clear understanding of the situation and remaining empathetic towards the customer's concerns is also very important.

If you can manage high-pressure situations, de-escalate tense interactions, and provide customers with a positive experience, you are more likely to win or retain customers.

18. Conflict management

Conflict management involves handling disputes or disagreements between team members in a constructive manner, so that everyone can work together effectively to provide excellent customer service. Effective conflict management helps to prevent long-term negative effects on team morale, customer retention, and business success.

One of the key techniques for managing conflicts within the customer service team is to encourage open communication . All team members should feel comfortable sharing their opinions and concerns, without fear of retribution or retaliation. It's important to establish ground rules for communication, such as listening respectfully, avoiding personal attacks, and sticking to the topic at hand.

Another effective technique is to work collaboratively to find a solution. Team members should be encouraged to approach conflicts with a problem-solving mindset , rather than an adversarial one. This can involve brainstorming ideas, evaluating different options, and coming to a mutually agreeable resolution.

Remember that conflicts can arise from misunderstandings or differences in perspective. Active listening and empathy can help team members understand each other's viewpoints and find common ground. By acknowledging and addressing differences in a respectful and constructive manner, conflicts can often be resolved before they escalate.

19. Follow-up skills

After a customer has made a purchase or interacted with a business, following up with them is a great way to show that their satisfaction is important. It also helps to identify potential issues and areas where improvements can be made.

One of the most important aspects of follow-up skills is timeliness. Customers appreciate prompt follow-up after their interaction with a business. This can be in the form of a phone call, email, or even a message through social media. A timely follow-up shows that the business values the customer's time and wants to ensure that their experience was positive.

Another important aspect of follow-up skills is the ability to ask for feedback. Asking customers about their experience with a business can provide valuable insights into areas where improvements can be made. Customer feedback can be used to improve products, services, and overall customer satisfaction.

Effective follow-up also involves making commitments to customers and following through on them. If a customer has an issue that needs to be resolved, following up with them to ensure that the issue has been resolved to their satisfaction is important.

20. Upselling and cross-selling

Upselling and cross-selling are sales techniques that are often used in customer service to increase revenue and improve customer satisfaction.

Upselling involves suggesting a more expensive or premium version of a product or service that a customer is already interested in, while cross-selling involves recommending complementary or related products or services that the customer may also be interested in.

For the customer, these techniques can provide them with a better overall experience by offering them additional options and providing more value for their purchase. For the business, upselling and cross-selling can increase sales revenue and customer loyalty.

Upselling and cross-selling should always be done in a way that is respectful of the customer's budget and preferences. Being too pushy or aggressive can lead to negative customer feedback and hurt the business's reputation.

You should always focus on providing excellent service and meeting the customer's needs, while also offering additional products or services as appropriate.

21. Cultural awareness

In today's global marketplace, cultural awareness is an essential aspect of providing strong customer service.

Customers come from diverse backgrounds, and it's important to recognize and respect cultural differences to provide exceptional service. Cultural awareness involves understanding and appreciating different customs, traditions, and behaviors. This can include being mindful of differences in communication styles, personal space, and religious practices, among others.

By being culturally aware, customer service representatives can avoid misunderstandings and miscommunications , and create positive interactions with customers.

For instance, being aware of cultural differences in communication styles, such as directness and indirectness, can help representatives tailor their approach to meet the needs of customers from different backgrounds.

Similarly, being respectful of personal space and avoiding physical contact can make customers feel more comfortable.

22. Emotional intelligence

Emotional intelligence is the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others. It is one of the most important soft customer service skills.

Having emotional intelligence helps service providers to empathize with customers and understand their needs and concerns . This, in turn, allows them to provide better support and solutions to the customer's problems.

When a customer is upset or frustrated, an emotionally intelligent agent can respond in a calm and supportive manner, which can help to diffuse the situation and resolve the issue more effectively.

Moreover, emotional intelligence allows support reps to manage their own emotions, such as anger or frustration, which can arise in difficult or challenging customer interactions.

By keeping their emotions in check and responding to customers with positivity and empathy, they can maintain professionalism and ensure that the customer's needs are met.

23. Critical thinking

The ability to analyze complex situations, identify potential solutions, and make informed decisions that benefit both the customer and the company is also a very important skill.

In customer service, critical thinking skills allow representatives to solve problems effectively and efficiently. When dealing with a customer issue, critical thinking enables representatives to identify the root cause of the problem and determine the best course of action to resolve it.

This often involves asking probing questions to better understand the customer's needs and concerns, and using sound judgment to make decisions that align with company policies and procedures.

Another important aspect of critical thinking in customer service is the ability to anticipate potential problems and proactively address them before they become larger issues. This could involve identifying trends in customer feedback or product performance and making recommendations to management for improvement.

24. Decision-making

Decision-making is an important customer service skill because it allows service providers to make informed choices that can positively impact the customer's experience.

Effective decision-making involves analyzing a situation, identifying the best course of action, and taking the necessary steps to implement that action. Customers often rely on customer service representatives to make decisions that can resolve their issues, and a well-informed and timely decision can lead to a positive outcome.

On the other hand, poor decision-making can lead to customer dissatisfaction, negative reviews, and even loss of business. Therefore, honing decision-making skills is crucial for providing excellent customer service.

25. Resourcefulness

Finding creative solutions to customers' problems is the last - but definitely not least - item on this list of great customer service skills.

When customers encounter a problem, they expect the customer service representative to be able to solve the issue quickly and efficiently. However, sometimes the solution to a customer's problem is not immediately apparent. This is where resourcefulness comes in .

Resourcefulness involves thinking outside of the box and finding unconventional solutions to problems. It requires customer service representatives to be flexible and adaptable, and to have a deep understanding of the products or services they are supporting.

Being resourceful also involves being able to leverage the resources available to you, whether it's utilizing online tools like customer service software or collaborating with team members to find a solution.

Implement These Important Customer Service Skills

Throughout this article, we have explored various key customer service skills that are essential for delivering excellent service and building strong customer relationships.

These skills include soft skills like active listening, empathy, adaptability, and patience, and some practical skills like conflict resolution, time management, and multitasking.

Mastering these skills is crucial for businesses to succeed and retain customers in today's competitive market.

By prioritizing customer service skills and providing ongoing training and support, businesses can create a positive customer service experience that not only meets but exceeds customer expectations.

Get a glimpse into the future of business communication with digital natives.

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17 Key Customer Service Skills [List & Resume Examples]

Poor customer service is hard to forget. One mistake and you are out. Businesses understand it better than ever. As a result, skilled customer service representatives are in high demand.

It is clear that you can’t have happy customers without offering amazing support. Period.

But which customer service skills translate into great customer service experiences? Is good service more than solving a customer’s issue?

In this article:

• Customer service hard skills and soft skills
• What personality traits make a good customer support rep
• How to improve customer service skills
• How to list your service skills on a resume

If you want to learn more about delivering excellent customer service, you can also read:

• Do You Know What Customer Service Means at All?
• What is Customer Retention? 8 Best Strategies [+Apps]
• 7 Ways to Deliver Excellent Customer Service [Examples & Tips]
• Customer Success Essentials [Metrics, Stories, & More]
• Customer Support vs. Service [Definition + Software]

What are the best customer service skills and traits?

Here is our list of good customer service soft skills, hard skills, and personality traits.

Soft skills for customer service:

• Emotional intelligence
• Body language
• Clear communication
• Active listening
• Conflict resolution
• Decision making
• Problem solving
• Time management

Hard skills for customer service:

• Foreign language fluency
• Technical knowledge
• Typing speed
• Knowledge of CRM software
• Microsoft Office/Google Docs Editors
• Live chat, chatbots, and email software

Personality traits for customer service representatives:

• Determination
• Responsibility

Learn how to improve customer service and recreate in-store experiences

Let’s discuss each of these customer service core competencies in detail.

If you need general training, you may also be interested in joining a training program for agents. Here are some of our recommended courses and useful exercises: 19 Best Customer Service Training Programs & Activities

1. Emotional intelligence

Emotional intelligence (EQ) is the ability to recognize and manage emotions. This refers both to your own emotions as well as those of your customers.

High levels of emotional intelligence and empathy are critical for dealing with customers. It has become one of the main criteria for employee development. People with high emotional intelligence outperform employees with high IQ but low EQ .

Many modern organizations use EQ assessments on a regular basis. It is one of the essential customer service skills.

There is a very strong correlation between your emotional intelligence and your results as a support agent. On average, high-performing customer service representatives get better scores on emotional intelligence tests. A report by TalentSmart demonstrates that they score 17% higher than engineering and 3% higher than sales departments.

Empathy is the most important component of EQ for customer service jobs. A good agent should be able to see every problem through the customer’s eyes. Here are some useful resources that will help you develop and improve EQ—especially empathy:

• 13 Best Emotional Intelligence Activities & Exercises
• Useful Phrases That Convey Empathy to Customers

2. Positive body language

The role of body language in retail customer service is invaluable. However, it is difficult to put it into an easily definable framework. Some say that 90% of communication is body language. Others argue that 55% is nonverbal, 38% is the tone of voice, and the remaining 7% are words and their meaning as such.

It is difficult to measure the exact impact of your posture or voice. But controlling your body language is a necessary skill for a customer service agent. Unless you are using live chat or other text-based types of customer service , obviously.

Proper posture might be instinctive for you already. But the ability to communicate through body language is also something you can learn. Make sure to:

• Maintain eye contact with a customer (but do not stare at them)
• Smile and nod to acknowledge customers and what they say
• Try to use a calm, low-pitch voice that is not too dynamic
• Observe the behavior of your customers to read what’s on their minds (e.g., if they are irritated or in a hurry)

If you want to learn more about conveying the right message through your body language or read your customers’ body language like a book, check out:

• How to Read Your Customer: The Body Language of Yes and No
• 6 Tips for Increasing Customer Satisfaction Through Positive Body Language

3. Clear communication

Have you ever tried to make a written transcript of your conversation? Sometimes we may think we are communicating in a clear and effective manner. But in fact, most of our everyday conversations with friends are very chaotic and choppy. Chatting with someone is very different from explaining a complex technical issue.

Cohesive communication is one of the most important items on our customer service skills list. Fortunately, you can communicate with your customers very effectively using fine-tuned canned responses . Today, there is no need to come up with original answers to every question from scratch and write new messages. You can achieve clear communication by crafting and perfecting your regular set of canned replies.

Obviously, troubleshooting unusual issues will still require your full attention. You can always reach a good communication level with customers if you follow a process. For example, you should break down your instructions into several steps. Ask for feedback after each step and rephrase the instructions that were misunderstood. This way you can clear up any issue.

Here are two interesting pieces on improving your communication skills for customer service:

• 15 Tips for Better Customer Service Communication
• 7 Rules for Effective Customer Service Communication

4. Active listening

Active listening is a technique that uses paraphrasing and reading non-verbal conversation cues. It gives you more insights about customers and allows you to follow their train of thought. Active listening is equally essential when interacting through office phone systems or live chat tools, as you have to comprehend customers’ needs and concerns quickly and accurately. By asking follow-up questions you ensure that you are on the same side.

Our recent customer experience survey shows that businesses are very bad at listening to customers . Only 17% of customers believe that online businesses listen to them. It is a little bit surprising since the problem is easy to address. You can instantly improve the quality of customer experience by using proven formulas.

Some of the most powerful phrases that you can ask to steer customer service conversations in the right direction are:

• Could you tell me a little bit more?
• It sounds like you are experiencing [X], am I correct?
• I’m sorry you have to go through that
• It would make me angry too
• Let’s make sure that I’ve got everything right

By using active listening skills you show a customer that you understand them. It allows you to make an instant connection. Active listening helps to convey that their problems are your problems too and you feel responsible for finding a solution.

Further readings to improve your customer service active listening skills:

• How to Listen to Customers Effectively
• 20 Best Practices For Live Chat Etiquette

5. Conflict resolution

In customer service, conflict resolution and de-escalation techniques are used every day. To deliver good customer service , an agent should be a good negotiator and know how to calm down a raging bull.

Being able to deal with customer complaints and angry customers can be hard at first. But you can learn some useful statements and tricks to turn those situations around:

• Stay calm and don’t argue, even if you are right
• Withhold your judgment and keep your opinions to yourself
• Use empathy, apologize to your customers, and show that you understand how they feel
• Offer a solution and describe the end result
• Provide different alternatives and empower the customer to make the ultimate decision
• Shift the focus of the conversation on achieving the outcomes described before
• Make sure that the problem has been solved
• Thank your customer for providing feedback and bringing the problem to your attention

If you want to find out more about resolving difficult situations with unhappy clients, read:

• How to Handle Customer Complaints [10+ Response Examples]
• How to Deal With Angry Customers in 5 Easy Steps [Tips & Examples]

6. Decision making

Working as a customer support agent requires thinking on your feet. You don’t have to always make the best decision. But you need to be decisive and display confidence. Customers want to be taken care of—and they won’t trust you if you don’t know what you are doing. You should, at the very least, try to make a good impression.

If you want to make a good impression and make the best decisions, keep the following things in mind:

• Focus on your goal . Think what is the ultimate reason why customers reach out to you.
• Make decisions fast . Try to develop a habit of making decisions quickly. Even if something goes wrong, it will be a valuable lesson for the future.
• When in doubt, dig deeper . If you can’t decide on the right solution, it may mean that you don’t have enough information. It’s a good idea to ask the customer for details.
• Ask for help if you need it . Consult with someone who knows more about the topic if you still can’t decide on your best option.

Be careful! Being decisive does not mean that you can make arbitrary judgments. You should make sure what kind of decisions you are allowed to make and which ones are beyond your competencies. Your future customer success manager should prepare a well-defined policy. Situations such as giving discounts or accepting returns should be spelled out. Just stick to the rules.

7. Problem solving

The primary job of a customer support agent is to solve the problems of customers. And you can’t really do that if you are not willing to experiment, analyze, and try out different approaches. Sometimes you’ll have to be very creative and think outside the box.

You can solve anything if you break down the process into smaller steps. Follow this pattern to deal with any challenge thrown your way:

• Describe the problem in your own words and make sure that you understand it
• Check if someone solved a similar problem already (and how they did it)
• Prepare a list of possible solutions and analyze their pros and cons.
• Eliminate the most difficult, expensive, or otherwise impossible and prohibitive ideas
• Determine your main course of action and a backup plan
• Put the plan into action and see if it works. Try to draw additional conclusions and go back to step 1 if it doesn’t.

The most important part of problem-solving is identifying what the problem actually is. You should always try to dig deeper and understand why a customer wants to achieve something.

For example, people keep asking how to trigger automatic messages with Tidio’s JavaScript API . But when our agents ask some follow-up questions it turns out that those users don’t need the API. They can create chatbots to reach their goals instead.

8. Time management

Multitasking is a myth. People can’t really handle many processes simultaneously. But what they can do is divide their time into smaller chunks and use it more effectively . It is another important customer service skill.

There is a very simple way to help your customers around the clock. Many businesses improve customer experience with AI chatbots. In some situations, you don’t need a customer support team at all. One bot can do the job. Find out  how to start with Tidio chatbots here .

But customer service is usually very hectic in itself, right? Do we need to organize our time and work at all? Isn’t it just about dealing with incoming calls as they pile up?

Well, things get complicated if you handle one “important” case for three hours and try to catch up by speeding up during the rest of the day.

It may be a good idea to start using time and task management techniques. For example, the Eisenhower Matrix can help you decide which tasks to prioritize.

Try to measure how long it takes to provide assistance to an average customer. Then you can determine which cases take more effort and require more time. Once you start measuring it, you can discover many patterns and insights. You’ll learn that:

• You can delegate some cases to other agents
• It’s better to take regular breaks than to do customer service marathons
• Setting benchmarks and allocating time slots improves your efficiency
• It is perfectly fine to be assertive and provide customers with resources instead of direct supervision

Time is a critical factor in customer service. You should know when to devote it to providing help and when it’s better to focus on other tasks.

Read more about time management as a tool in your customer service skillset:

• 6 Time Management Tips for Call Center Agents

9. Foreign language fluency

Customer service outsourcing is extremely popular. There are high chances that you are not a native speaker of the language that you’ll use to chat with customers. Working on your spoken language fluency is the single most important hard skill for customer service.

Interestingly, you don’t need to worry if you have a slight accent. Being able to communicate effectively is more important than perfect pronunciation. Using the right intonation and stressing critical words is something you should really pay attention to.

You shouldn’t obsess about using advanced vocabulary. Instead, try to make your language sound more natural by:

• Using filler words such as well/um/right/let’s see to make your sentences less choppy (just don’t overdo it)
• Speak out loud as you practice and record it on your mobile—listen to the recording to catch your mistakes
• Use a chatbot like Chirpy Cardinal to practice “neverending” conversations online in real-time

If you want to brush up on your English speaking skills, check out this document provided by Maryland Department of Labor:

• English for Speakers of Other Languages: Customer Service Curriculum

10. Technical knowledge

People don’t call customer service for fun. They usually need technical support. This means that you must understand the ins and outs of your product. And—let’s face it—they are more likely to need help with their malfunctioning smartphone than a non-electrical device.

Good customer service agents need to be tech-savvy. There is no way around it, especially if you want to work in a corporate environment. The majority of customer service agents have to look things up on their computers and solve technical problems.

Being able to use a computer doesn’t count as a technical skill. You shouldn’t list it on your resume because it is obvious that you should be able to use it. Focus on enumerating specific software tools and technologies instead.

Understanding how products work is an essential customer service skill for SaaS companies. For example, our customer service representatives need to have extensive knowledge on:

• Ecommerce platforms and technologies
• Chatbots and conversational interfaces
• Marketing automation and email marketing
• Integrating live chat widgets on websites

If you are looking for a customer service job, it may be a good idea to show that you are familiar with the products that the company offers. It shows that you are curious and that learning new things doesn’t scare you. Doing it before your actual product knowledge training sends a good signal.

11. Typing speed

This customer service skill is pretty straightforward. The faster you type, the faster your response time . It has a direct impact on your performance as an agent and makes your life a lot easier. This skill is also quite easy to learn and measure.

Typing speed is usually measured by multiplying your accuracy and the number of words typed per minute. For example, if my typing speed is 70 words per minute but my accuracy is 92% (words without a typo), my adjusted typing speed is 64 WPM (70 WMP x 92%).

Typing speed benchmarks:

• Slow: below 20 WPM
• Average: 20-40 WPM
• Fast: 40-60 WPM
• Professional typist: 60-90 WPM

Some companies make it a formal requirement and may assess your typing speed during an interview. For example, to work at Concentrix your typing speed should be at least 35 words per minute.

Go to this website to check your typing speed:

• Online Typing Speed Test

12. Knowledge of CRM software

Customer service representatives usually use CRM software solutions such as Zendesk or Zoho. The tools are quite similar and getting used to them is only a matter of time. Still, if you have experience with a dedicated customer service app, your chances are brighter.

Some of the best apps that companies use include:

To find out more, check out our ranking of the best customer database software .

Make sure you are not confusing CRM software with project management and team collaboration apps such as Jira, Asana, Trello, or Slack.

13. Microsoft Office/Google Docs Editors

Talking to customers makes up the majority of your work as a customer service rep. But what about the rest? Well, dealing with documents, reports, and presentations is a pretty safe bet. 

Sooner or later, you’ll be asked to prepare some kind of a spreadsheet or a dashboard with your results. Or write a detailed onboarding plan for new junior employees. Or help with presenting your company’s quarterly customer service KPIs .

The majority of businesses collect customer feedback by copy/pasting it into an Excel or Google Sheets file. Organizations tend to prefer Google Docs Editors because they make sharing documents easier.

Make sure to know how to create basic documents in:

• Google Docs (Word alternative)
• Google Sheets (Excel alternative)
• Google Slides (PowerPoint alternative)

14. Live chat, chatbots, and email software

The customer service landscape has changed drastically over the last several years. Today, a live chat customer service agent equipped with quick replies and AI chatbot assistants can do the work of 10 call center agents.

Why is live chat so effective? Think of using a sort of autopilot—controlling and adjusting the exchange of messages rather than writing them from scratch. An agent is supervising the customer service flow and intervenes only if they have to.

It is also the favorite communication channel of about 46% of customers. Tools like Tidio allow you to switch between channels and provide omnichannel service. You can start a conversation through a live chat widget, continue it by exchanging emails, and finish on Facebook messenger. And you can manage everything in one dashboard. Firing up chatbots or canned messages is a matter of two clicks.

15. Determination

Determination is the ultimate personality trait for a customer service agent. You must be able to persevere and get to the bottom of a problem even when customers call you names. And you must constantly work on your customer service skills to increase customer satisfaction levels.

You need empathy to understand customers, but it can also take its toll on your mental balance. At first, the amount of work and stress can be overwhelming.

If you are determined to go the extra mile and deliver amazing experiences to customers, it will give you more motivation. After some practice, you’ll learn to get everything under control.

You can measure if you are a determined person by taking a test designed by Angela Ducksworth. Your Grit Score will help you understand if you need to work on the strength of your character and perseverance. For example, West Point cadets usually score higher than Ivy League undergraduates.

16. Responsibility

This one may sound like a cliche. Responsibility is something that the majority of job applicants declare as their strong side. For pretty much every position imaginable.

But, in customer service, it is really crucial that you handle every case from start to finish and never leave your clients in the dark.

The common tasks and customer service requirements include:

• Managing a high volume of incoming messages (or calls)
• Building relationships with customer
• Providing accurate information and answering customer questions
• Meeting customer problem resolution quotas
• Documenting customer interactions
• Managing customer accounts
• Increasing customer retention

You wouldn’t want an irresponsible person to take care of them all, would you?

17. Patience

Customer service professionals should be patient. They must be able to use positive language even if they are dealing with a frustrated customer.

Or if they are exchanging messages with people who take their time to type their messages in.

Incidentally, you can take a peek at customers’ messages even before they send them!

You can find more about premium features offered by one of the top customer service platforms here.

How to list customer service skills on a resume

OK, we have the complete list of excellent customer service skills. But you are probably asking yourself—which skills should I put on my resume for customer service? Surely I can’t put “nice moves and good body language” right next to my Microsoft Excel proficiency!

Skills for customer service resume:

• Active listening skills
• Adaptability
• Attentiveness
• Customer orientation
• Cross-selling and up-selling techniques
• Familiarity with de-escalation strategies
• Great command of the language
• Good communication skills
• Interpersonal skills
• Positive attitude
• Proactive approach
• Problem-solving skills
• Self-control
• High sense of responsibility
• Team player

Here is an example of a resume that highlights customer service skills and qualifications:

Customer service skills resume

Check out the top customer service interview questions and answers to better prepare yourself and boost your chances of getting the job.

You can become an awesome agent even without much job experience. Typical resume skills for customer service include emotional intelligence, empathy, and clear communication. The way you approach other people is more important than working for X years at a specific company.

If you need more tips on deciding which skills you should put on your customer service resume, here is a useful guide:

• What Skills to Put on a Resume  

Building a customer support team is extremely difficult. If you meet several of the requirements mentioned in this article, you are already among the top. And you can improve the remaining customer service skills through practice.

Customer service representative skills that you should focus on:

• Voice tone/cohesive writing

If you are looking for a job in customer service, make sure to mention at least some of them on your resume.

Still, you can always enhance the effectiveness of your customer service efforts by using the right tools. Want to try an app that turns mediocre customer service skills into great customer experiences? See what happens if you have great customer service skills already.

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Kazimierz was one of the original authors of Tidio Blog. His primary objective was to deliver high-quality content that was actionable and fun to read. His interests revolved around AI technology and chatbot development.

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50 Best Customer Service Skills for 2024 [Complete Guide]

Customer service skills are the abilities and characteristics that allow a professional to interact effectively with customers while addressing their needs and concerns. These skills involve a combination of interpersonal, technical, and communication abilities that ensure customers receive the best possible experience when interacting with a business.

Explanation of customer service skills

Effective customer service requires a range of skills, both technical and soft. Technical skills include product knowledge, the ability to handle customer complaints, efficient response and resolution of issues, and being able to work with various customer service systems. Soft skills, on the other hand, are more related to interpersonal communication, such as active listening, empathy, patience, and problem-solving.

Importance of customer service skills

Customer service skills are critical for businesses as they play a significant role in building brand reputation, customer loyalty, and overall success. Excellent customer service enhances the customer experience, improves satisfaction, and increases the likelihood of repeat business. It also helps a business stand out in a crowded market, leading to more positive reviews and referrals.

Empathy is the ability to understand and share the feelings of another person. In customer service, empathy means putting yourself in the shoes of the customer and being able to feel and relate to their concerns.

Showing empathy in customer service is important for building trust and creating a positive customer experience. It can help customers feel heard, valued, and understood, which can lead to increased loyalty and repeat business.

To demonstrate empathy, it’s important to listen actively to the customer, acknowledge their emotions, and respond with genuine care and concern. This can be done through verbal and non-verbal cues, such as using a compassionate tone of voice, offering words of understanding, and using body language that shows attentiveness and concern.

Examples of demonstrating empathy in customer service include:

Acknowledging the customer’s frustration and offering a solution that meets their needs.

Offering personalized support and assistance throughout the customer’s journey.

Providing timely and transparent communication about any issues or delays.

Expressing gratitude for the customer’s patience and understanding.

Going above and beyond to exceed the customer’s expectations and create a memorable experience.

Empathy is a critical skill for effective customer service. By showing care and concern for the customer’s emotions and needs, businesses can foster strong relationships and enhance the overall customer experience.

Active Listening

Active listening is the practice of fully focusing on and comprehending a speaker’s message. In customer service, active listening involves paying attention to a customer’s needs, processing the information, and responding appropriately.

A. Definition of Active Listening in Customer Service

Active listening in customer service refers to the ability to hear and understand a customer’s needs, questions, and concerns while providing them with undivided attention. It involves listening to them without interruption, paraphrasing what they have said, and reflecting back to them what you have understood.

B. Why Active Listening is Important for Customer Service

Active listening is crucial in customer service because it has a direct impact on customer satisfaction. When a company practices active listening, customers feel heard, understood, and valued. This, in turn, builds customer loyalty, enhances the company’s reputation, and increases sales.

C. How to Practice Active Listening

To practice active listening, you should focus entirely on your customer and avoid distractions. Stay present, listen to their words and tone of voice, and seek to understand not just their message, but also the motivation behind it. Repeat back what you have understood to make sure you have captured the customer’s message accurately. Most importantly, remain empathetic and non-judgmental throughout the conversation.

D. Examples of Active Listening in Customer Service

When a customer is experiencing an issue with their product, an active listener would listen patiently, ask clarifying questions, and take steps to resolve the issue. This demonstrates concern and empathy for the customer’s needs.

If a customer calls in to leave feedback on a product, an active listener would take the time to genuinely listen, thank the customer for their input, and ask follow-up questions. This shows that the company values customer feedback and is open to making improvements.

If a customer expresses frustration or anger, an active listener would acknowledge their feelings, apologize for any inconvenience, and work towards finding a solution. This response demonstrates understanding and a willingness to help.

Active listening is an essential skill in customer service that should never be overlooked. When companies practice active listening, they can quickly resolve customer issues, build loyalty, and improve their bottom line.

Communication

Communication is a crucial aspect of customer service, and effective communication skills are essential for providing excellent customer service. In this section, we will discuss effective communication skills for customer service, the importance of listening and speaking in customer service, and how to communicate effectively with customers.

A. Effective Communication Skills for Customer Service

Effective communication skills are the cornerstone of excellent customer service. These skills involve being able to convey information and ideas clearly and concisely, using both verbal and non-verbal communication. Effective communication skills for customer service may include the ability to:

• Use positive language and tone
• Empathize with customers
• Use active listening skills
• Pay attention to non-verbal cues
• Communicate with cultural sensitivity
• Use clear and concise language

By using these skills, customer service representatives can create a positive experience for their customers and build strong relationships.

B. Listening vs. Speaking in Customer Service

Listening is an essential skill for effective communication in customer service. By actively listening to customers, representatives can gather information, understand their needs, and build positive relationships. On the other hand, speaking is also important, especially when it comes to conveying information.

Therefore, customer service representatives must find the right balance between listening and speaking. They must listen attentively to customers, give them time to express themselves, and respond appropriately. Replying without letting the customer complete their sentence can make them feel unheard or judged, which can lead to an unsatisfied customer.

C. How to Communicate Effectively with Customers

To communicate effectively with customers, representatives need to follow some basic guidelines, such as:

• Start by greeting customers with a positive attitude
• Listen actively and empathize with customers
• Avoid using jargon or technical terms
• Take notes throughout the conversation to ensure understanding

By following these guidelines, representatives can ensure that customers feel heard, understood, and valued.

D. Examples of Effective Communication in Customer Service

Effective communication can lead to positive outcomes in customer service, such as increased customer satisfaction and loyalty. Here are some examples of effective communication in customer service:

• Using positive language to frame negative news in a way that does not make customers feel offended or frustrated.
• Demonstrating empathy by acknowledging and responding to customers’ concerns and frustrations.
• Providing clear, concise, and accurate information that answers customer’s doubts and questions.
• Offering effective solutions to customers’ problems that actively address their needs and preferences.
• Keeping communication channels open and responsive so that customers feel listened to and able to give feedback.

These examples demonstrate that effective communication is a powerful tool in customer service that can lead to excellent outcomes.

Problem-Solving

Problem-solving is one of the most essential skills required in customer service. It refers to the ability to find effective solutions to customer complaints, concerns, or issues. The process involves analyzing the problem, identifying the root cause, and finding the appropriate solution.

In customer service, problem-solving is important because it allows companies to resolve customer issues quickly and efficiently. It also helps to meet customer needs and demands, which, in turn, enhances customer satisfaction and loyalty.

Practicing effective problem-solving skills is crucial for customer service teams to ensure that they are equipped to handle any possible issues that may arise. Some ways to improve problem-solving skills include active listening, asking the right questions, seeking feedback and guidance, and using collaboration and creativity.

Examples of problem-solving in customer service can range from small issues such as resolving billing discrepancies to larger problems like recovering a lost package or addressing product defects. For instance, a customer service representative might fix a broken link on a website or help a customer navigate through a complex return process.

Effective problem-solving is a critical skill for any customer service team. By prioritizing customer needs and developing solutions that address their concerns, customer service teams can build long-lasting relationships with customers and ultimately contribute to business success.

In customer service, patience is defined as the ability to remain calm and understanding while dealing with irate or frustrated customers. It involves listening to them, empathizing with their situation, and taking the necessary steps to resolve their issues.

Patience is important for customer service because it helps to build trust and improve the overall customer experience. With patience, you can:

Create a positive impression: When customers feel heard and understood, they are more likely to feel satisfied with the service they receive.

Increase loyalty: Customers who feel valued and appreciated are more likely to return and recommend your business to others.

Resolve conflicts effectively: Patience helps to de-escalate tense situations and find a mutually-beneficial solution.

To develop patience in customer service, it is important to practice active listening, remain empathetic, and remain calm and composed in the face of difficult situations. Other strategies include:

Taking breaks: Taking a moment to step away from a difficult customer interaction can help you clear your mind and approach the situation with a fresh perspective.

Practicing stress-reduction techniques: Deep breathing, meditation, and exercise can all help to reduce stress and increase patience.

Examples of patience in customer service include:

Remaining courteous and professional while dealing with an irate customer who is yelling and being rude.

Taking the time to thoroughly understand a customer’s concern, even if it takes longer than expected.

Empathizing with a customer who is unhappy with a product or service, and working to find a solution that meets their needs.

Patience is a vital skill for anyone working in customer service. By remaining calm and understanding, you can build strong relationships with customers and improve the success of your business.

Adaptability

Adaptability is the ability to adjust and modify one’s approach or behavior in response to changing circumstances. In customer service, this means being flexible and open-minded when dealing with different personalities, situations or challenges.

Adaptability is important for customer service because customers have different needs, preferences and behaviors. A one-size-fits-all approach is ineffective and can lead to frustrated and dissatisfied customers. By being adaptable, customer service representatives can tailor their approach to each customer and situation, leading to more positive outcomes.

To embrace change in customer service, it is important to stay up-to-date with new technologies, tools, and trends. It is also crucial to have a growth mindset and be willing to try new things and learn from past experiences. Encouraging feedback from customers and colleagues can also provide insights on areas for improvement and opportunities to adapt.

Examples of adaptability in customer service include:

• Customizing responses and solutions based on the customer’s communication style or preferences.
• Adjusting to unexpected changes or challenges, such as handling a last-minute product recall or addressing a dissatisfied customer.
• Being open to feedback and using it to improve processes or procedures.
• Embracing new technologies and channels of communication to better serve customers, such as implementing chatbots or social media support.

Adaptability is a critical skill for customer service representatives to deliver exceptional customer experiences in today’s fast-paced and ever-changing environment. By embracing change, staying flexible, and being open to new ideas, customer service teams can demonstrate their adaptability and improve customer satisfaction.

Perseverance

As a customer service representative, perseverance is the ability to maintain a positive attitude and continue working towards a resolution, even when faced with challenging situations or difficult customers.

A. Definition of perseverance in customer service

Perseverance in customer service means being committed to finding a solution and taking the necessary steps to resolve a customer’s issue. It requires patience, resilience, and a positive mindset to stay focused and motivated, even during tough moments.

B. Why perseverance is important for customer service

Perseverance is essential for customer service because it shows customers that their needs are taken seriously and that the company is committed to resolving their issues. Without perseverance, customer service representatives may give up too easily or become frustrated, causing customers to feel neglected or dissatisfied.

C. How to stay persistent in customer service

To maintain perseverance in customer service, representatives should prioritize active listening, stay calm and empathetic, and remain solution-focused. Other strategies include keeping a positive attitude, taking breaks when needed, and seeking support from colleagues or supervisors.

D. Examples of perseverance in customer service

One example of perseverance in customer service is when representatives work tirelessly to resolve complex issues, even when it means going above and beyond their normal duties. Another example is when representatives continue to engage with frustrated customers until a resolution is found, even if it takes multiple attempts or follow-up calls.

In a recent case, a customer contacted a company’s support team with an urgent issue that needed immediate attention. Despite initial setbacks, the representative remained persistent, gathering all necessary information and working with other departments to find a solution. The customer was impressed with the representative’s commitment to finding a resolution and left a positive review, highlighting the importance of staying perseverant in customer service.

Perseverance is a critical skill for any customer service representative. By staying committed to finding solutions and maintaining a positive attitude, representatives can build trust and foster loyalty with their customers, ultimately contributing to the success of the company.

Knowledge of the Product/Service

As a customer service representative, having knowledge about the product or service you offer is crucial to providing excellent customer service. It can help you understand the customer’s needs and provide the best advice or recommendations possible.

A. Importance of product/service knowledge in customer service

Product or service knowledge is important in customer service because it helps to build trust with the customer. Customers are more likely to trust and invest in a product or service when the representative they are dealing with is knowledgeable and confident about the product or service they are offering. It can also help a customer service representative to anticipate potential issues and offer solutions to customers more efficiently.

B. How to gain knowledge of the product/service

To gain knowledge about the product or service, a customer service representative should start with their company’s resources, such as training materials, manuals, and internal company documentation. Additionally, they can utilize customer feedback and reviews to understand common issues or concerns.

It is also important for a customer service representative to engage in ongoing education about the product or service. Attending training sessions, webinars, or conferences related to the industry can help to expand their knowledge and provide them with useful information to share with customers.

C. How to communicate product/service knowledge to customers

Communicating product or service knowledge to customers can be done in a variety of ways, including:

Explaining features and benefits: Describe how the product or service can help the customer and highlight specific features and benefits that meet their needs.

Answering questions: Respond to customer questions promptly and accurately, providing as much detail as necessary to ensure the customer is satisfied with the information provided.

Using relatable language: Speak in a language that customers can understand, avoiding technical jargon that may be confusing.

Offering product or service recommendations: Based on the customer’s needs or preferences, make recommendations for other products or services that may be of interest to them.

Providing instructions for use: If necessary, provide detailed instructions for using the product or service, helping the customer to understand how to get the most out of their purchase.

D. Examples of product/service knowledge in customer service

Here are some examples of product or service knowledge in customer service:

A customer service representative for a skincare brand is able to recommend different products based on the customer’s skin type and concerns.

A representative for a software company is able to troubleshoot issues by explaining the steps necessary to resolve an issue in a clear and concise manner.

A representative for a home appliance company is able to provide detailed information about specific product features and benefits that directly address the customer’s needs.

A representative for a telecommunications provider is able to explain different service plans and features based on the customer’s budget and usage needs.

A representative for a online retailer is able to answer customer questions about product ingredients and materials used in the manufacturing process, providing customers with peace of mind about their purchases.

Positive Attitude

Customer service is all about providing satisfactory solutions to customers’ problems and creating a positive image of your company. One crucial ingredient in achieving great customer service is a positive attitude.

A. Definition of a positive attitude in customer service

A positive attitude in customer service refers to a mindset where you treat every customer with respect and kindness. It means creating an environment that is inviting and welcoming to customers, where they feel valued and appreciated. It involves staying positive and focused, even when dealing with difficult customers or challenging situations.

B. Why a positive attitude is important for customer service

A positive attitude is essential in customer service for several reasons. Firstly, it helps you build a strong relationship with your customers, which leads to better customer engagement and higher customer retention rates. Secondly, a positive attitude creates a comfortable and welcoming environment that instills trust and confidence in customers, encouraging them to continue doing business with you. Lastly, a positive attitude helps you deal with challenging customers and problems in a constructive and professional manner, promoting conflict resolution instead of escalation.

C. How to maintain a positive attitude in customer service

Maintaining a positive attitude can be challenging, especially when dealing with irate or unreasonable customers. However, with a little effort and a few tips, you can keep your attitude in check. Firstly, practice active listening and empathize with your customers, acknowledging their issues and providing solutions that meet their needs. Secondly, stay calm and focused, even in stressful situations, and always maintain a professional demeanor. Thirdly, learn to manage your emotions by taking breaks when necessary, and avoid getting overly attached to problems, which can lead to burnout.

D. Examples of a positive attitude in customer service

A positive attitude in customer service can manifest itself in different ways, from a friendly smile to proactively seeking solutions to a customer’s problem. Here are some examples of a positive attitude in customer service:

• Greeting customers with a friendly smile and tone of voice
• Asking open-ended questions to understand a customer’s needs
• Providing personalized solutions that meet a customer’s needs
• Following up with customers to ensure their satisfaction
• Going the extra mile to exceed customer expectations
• Remaining calm and professional when dealing with angry or frustrated customers
• Never giving up, even when faced with seemingly insurmountable problems or challenges.

A positive attitude in customer service is an essential element of great customer service. It helps businesses build lasting relationships, solve problems constructively, and create a welcoming and nurturing environment for customers. By maintaining a positive attitude, businesses can ensure that their customers feel valued, appreciated, and respected.

Time Management

A. definition of time management in customer service.

Time management in customer service refers to the practice of effectively utilizing time to provide customer support and meet customer needs within set time frames. It involves the efficient allocation of time and resources to ensure that customer inquiries, issues, and complaints are addressed promptly and that customers receive timely feedback and resolution to their concerns.

Effective time management in customer service requires employees to prioritize tasks, streamline processes, and optimize resources to ensure that customer support is provided within set response times. This involves balancing the demands of business operations with the need to provide superior customer service.

B. Importance of Time Management in Customer Service

Time management is a critical component of successful customer service operations. Poor time management can result in customer dissatisfaction, missed opportunities, decreased sales, and loss of business. Conversely, effective time management in customer service can improve customer satisfaction, increase customer loyalty, and lead to increased revenue.

Effective time management in customer service helps to reduce customer wait times, minimize response times to inquiries and complaints, and ensure that customers receive the support they need when they need it. It also enables businesses to allocate resources more efficiently, potentially reducing costs and improving profitability.

Time management is an essential skill for customer service professionals to possess. It enables them to effectively manage time to provide quality customer service and meet customer needs within set time frames. The benefits of effective time management in customer service are numerous and can significantly impact a business’s success.

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Customer Service Skills: Mastering the Skills

Explore the Customer Service Skills that define service excellence, from effective communication to problem solving, and elevate your customer relationship. Dive into the core of these skills and learn how to enhance your Customer Service abilities. Discover valuable insights to elevate your Customer Service game. Read more to learn!

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• Motivation and Goal Setting Training
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If you wish to explore the importance of Customer Service Skills and delve into ten essential skills that will enable businesses to deliver excellence in customer service, this blog is the right choice for you. Customer Service Skills encompass a range of abilities, including effective communication, problem-solving, empathy, and tolerance; keep reading to learn more! 

Table of Contents  

1) Importance of Customer Service Skills 

2) What are the 11 Essential Customer Service Skills? 

     a) Empathy: Understanding the customer's perspective 

     b) Active listening: Hearing beyond words 

    c) Effective communication: Clear, concise and courteous 

    d) Patience: Dealing with challenging situations 

    e) Product knowledge: Expertise and confidence 

    f) Problem-solving: Turning challenges into opportunities 

    g) Adaptability: Flexibility in ever-changing environments 

    h) Time management: Efficiency in service delivery 

    i) Conflict resolution: Navigating through disagreements 

    j) Positive attitude: Spreading positivity and enthusiasm 

3) Conclusion     

Importance of Customer Service Skills  

Customer Service Skills play a pivotal role in building and maintaining customer satisfaction, loyalty, and advocacy. Vital for businesses, these skills have a direct impact on customer retention and brand image. Exceptional customer service fosters positive interactions, leading to repeat business and the creation of long-lasting relationships. 

When customers experience attentive and empathetic service, they feel valued and are more likely to remain loyal to a brand. Such positive experiences contribute to word-of-mouth marketing, enhancing a company's reputation and attracting new customers. 

Customer Service Skills play an important role in the service-oriented economy, where fostering positive interactions and building lasting customer relationships is paramount. Exceptional Customer Service ensures customer satisfaction, cultivates loyalty, and strengthens brand reputation.

In the UK, where customer expectations are high, strong communication skills are essential for effectively addressing inquiries, resolving issues, and providing personalised assistance. Empathy and active listening are valued traits that enable Customer Service representatives to cater to customer needs and tailor solutions accordingly. Moreover, proficiency in problem-solving enables quick and efficient resolution of issues, enhancing overall customer experience.

What are the 11 essential Customer Service Skills?  

Empathy: Understanding the customer's perspective  

Empathy is a crucial customer service skill that allows service representatives to connect with customers on a deeper level. It involves putting yourself in the customer's shoes and fully comprehending their emotions, concerns, and needs. By doing so, representatives can offer personalised solutions that resonate with the customer's situation. 

Empathy stands as a cornerstone in any aspect of practical Customer Service Skills. It includes the capacity to comprehend another individual's emotions and perspectives genuinely. Its significance lies in its profound impact on customer experience, considering that a substantial 70% of buying experiences hinge on how customers perceive their treatment. Beyond mere issue resolution, refunds, or time spent, the crux lies in emotional resonance. 

While businesses often prioritise the financial bottom line, customers prioritise emotional connection. Emotions outweigh facts in the customer's world, highlighting the pivotal role empathy plays in fostering lasting relationships and brand loyalty. Thus, integrating empathy into service interactions not only addresses immediate concerns but also cultivates an environment where customers feel understood, valued, and, ultimately, inclined to return.

Active listening: Hearing beyond words  

Active listening is a fundamental customer service skill that goes beyond merely hearing what customers say. It entails giving them undivided attention, acknowledging their concerns, and responding thoughtfully. By actively engaging with customers, representatives can foster effective communication and create a positive service experience.

Every interaction has a dynamic interplay between the listener and the speaker. When engaging with customers, attentive listening to their questions and concerns is paramount, laying the groundwork for effective problem-solving. Employing verbal cues such as "mmm", along with techniques like paraphrasing and asking clarifying questions, constitutes the essence of active listening. 

This approach not only demonstrates genuine interest but also fosters a deeper understanding of the customer's needs. By actively engaging in this manner, businesses can cultivate stronger relationships with their clients, developing trust and loyalty. Thus, active listening transcends mere communication, and it becomes a cornerstone of exceptional Customer Service, paving the path towards mutually beneficial solutions and lasting satisfaction.

Enhance your Customer Experience with our Exceptional Customer Service Training !  

Effective communication: Clear, concise, and courteous  

Effective communication is a cornerstone of Good Customer Service . It revolves around clear and courteous interactions that leave customers feeling valued and understood. Using language that customers can easily comprehend is crucial. Avoiding jargon and technical terms ensures that information is accessible to all, minimising confusion and frustration. 

Equally important is maintaining a courteous and respectful tone throughout conversations. Courtesy not only reflects well on the company but also sets a positive atmosphere for the interaction. By being clear, concise, and courteous, service representatives can convey information efficiently and build rapport with customers. This fosters trust and confidence in the company, leading to improved customer satisfaction and loyalty. 

Patience: Dealing with challenging situations  

Patience is an essential virtue for Customer Service professionals, mainly when dealing with customers who are often perplexed and irritated. Taking the time to listen attentively and handle inquiries with patience can significantly contribute to easing customers' frustrations. It's insufficient to aim for swift resolution merely; the emphasis should be on genuinely understanding each customer's concerns and requirements.

Encouraging your team to prioritise active listening and thorough comprehension is paramount. This approach not only fosters positive customer experiences but also cultivates trust and loyalty. Effective Customer Service goes beyond quick fixes; it requires a commitment to empathetic engagement and personalised solutions. By investing time and effort into each interaction, organisations can establish strong rapport and exceed customer expectations, ultimately driving long-term satisfaction and success.

Learn to focus on important tasks with our course in Time Management Training !  

Product knowledge: Expertise and confidence  

Product knowledge is a vital customer service skill that empowers representatives to deliver exceptional support. Having a deep understanding of the products or services offered allows them to provide accurate information and respond to inquiries with confidence. When representatives can confidently address customer questions, it instils trust in the customer. Trust is a crucial element in building lasting relationships and promoting customer loyalty. 

A well-informed representative can effectively match customer needs with the right solutions, leading to higher satisfaction levels. Customers appreciate receiving relevant and accurate information, as it enhances their overall experience. Moreover, product knowledge enables representatives to anticipate potential issues and provide proactive solutions. By being proactive, representatives can prevent problems from escalating and ensure a seamless customer journey. 

Problem-solving: Turning challenges into opportunities  

Effective problem-solving is a crucial customer service skill that empowers teams to navigate challenges adeptly. It involves a systematic approach to identifying issues, analysing potential solutions, and promptly implementing the most appropriate resolution. 

When faced with customer concerns or complaints, representatives who possess strong problem-solving skills can address the root cause and offer effective solutions. This proactive approach not only resolves immediate issues but also prevents similar problems from recurring in the future.  

Problem-solving also presents an opportunity for improvement and innovation. By identifying pain points, customer service teams can implement changes that enhance the overall customer experience. Embracing challenges as opportunities to learn and grow strengthens the company's service standards and promotes customer delight. Moreover, effective problem-solving displays a commitment to customer satisfaction. When representatives tackle issues promptly and efficiently, it demonstrates care and dedication to meeting customer needs. 

Build amazing productivity skills with our course in Attention Management Training !  

Adaptability: Flexibility in ever-changing environments  

Adaptability is a crucial customer service skill that empowers professionals to thrive in ever-changing environments. Customer needs and preferences vary, and unexpected situations can arise. Being adaptable allows representatives to cater to diverse customer requirements effectively. 

Working directly with the public ensures each day is unique, just like the people encountered. It's intriguing that customers alter their communication methods based on their location and activities. Whether reaching out through phone, email, social media, or face-to-face, the diversity is constant. 

Fortunately, an effective CRM system adeptly manages this challenge by integrating diverse ticket sources, ensuring seamless access to customer information across all channels. Customer Service representatives must mirror this adaptability, being mentally agile to respond appropriately to a range of situations in the manner preferred by customers at any given moment. This approach ensures a personalised and efficient customer experience, acknowledging and catering to the ever-evolving ways individuals choose to engage.

Time management: Efficiency in service delivery 

Balancing Customer Service excellence requires a delicate approach. While it's beneficial to exercise patience and dedicate extra time to understand customers' concerns thoroughly, there exists a finite timeframe within which each customer interaction must be managed efficiently. Striking this equilibrium demands a team that empathises with customers and prioritises swift resolution of their needs.

The hallmark of top-tier Customer Service professionals lies in their ability to discern situations where their assistance may be limited swiftly. By promptly redirecting such customers to colleagues or resources better equipped to address their queries, they ensure a better experience for all parties involved. This proactive approach enhances customer satisfaction and optimises the overall efficiency of the service delivery process. Thus, fostering a culture of attentiveness and responsiveness within the team is paramount to achieving excellence in Customer Service.

Understand the motive of a conversation with our Active Listening Skills Course !  

Conflict resolution: Navigating through disagreements   

Conflict resolution is a vital customer service skill that empowers representatives to address customer complaints and disputes with diplomacy and tact. By handling conflicts effectively, customer service teams can turn negative experiences into positive ones, building trust and loyalty with customers. 

When disagreements arise, representatives who possess strong conflict-resolution skills can approach the situation with empathy and active listening. Understanding the customer's perspective helps in finding common ground and appropriate resolutions. 

By remaining calm and composed during conflict situations, representatives can de-escalate tensions and create a conducive environment for problem-solving. A respectful and empathetic approach shows customers that their concerns are valued and taken seriously. 

Successfully resolving conflicts not only leads to customer satisfaction but also presents an opportunity to improve service processes and prevent similar issues in the future. Turning a negative experience into a positive one can strengthen the customer's loyalty to the company. 

Positive attitude: Spreading positivity and enthusiasm  

A positive attitude is a powerful customer service skill that has a profound impact on the customer experience. Service representatives with a positive demeanour can create a pleasant and uplifting atmosphere that resonates with customers. Positivity is contagious. When representatives display enthusiasm and genuine warmth, it can uplift the mood of customers and make them feel valued and appreciated. 

Customers are more likely to remember and return to businesses where they had positive interactions with cheerful and enthusiastic representatives. A positive attitude fosters a sense of loyalty and trust, contributing to long-lasting relationships with customers. Furthermore, customers who have positive experiences are more inclined to share them with others through word-of-mouth referrals. This organic promotion can lead to new customers and increased brand recognition. 

Resourcefulness: Let skills do the job

Going beyond mere problem-solving elevates Customer Service from good to exceptional. Creativity and enthusiasm can transform a typical interaction into a memorable experience. The key lies in finding Customer Service representatives who naturally give out warmth and personality, infusing every exchange with panache. These individuals possess the innate ability to turn mundane encounters into delightful moments, leaving a lasting impression on customers. 

Their genuine zeal for going the extra mile resonates with clients, propelling your Customer Service from satisfactory to extraordinary. Customers receive assistance and feel valued and appreciated, helping them to share their positive experiences with others. In essence, it's not just about resolving issues; it's about creating memorable interactions that leave a lasting impact and foster customer loyalty.

Feeling overwhelmed by people around you? Try our Dealing With Difficult People Course !  

Conclusion    

Mastering essential Customer Service Skills is fundamental to delivering excellence in customer service. By cultivating empathy, active listening, effective communication, patience, product knowledge, problem-solving abilities, adaptability, time management, conflict resolution, and a positive attitude, businesses can create a customer-centric approach that sets them apart from their competitors. Investing in training and developing these skills will lead to a satisfied customer base, improved brand reputation, and long-term success in the business landscape. 

Fascinated by fiction and literary works? Try our course in Creative Writing Training !  

Frequently Asked Questions

To enhance your Customer Service Skills, actively listen to customer needs, provide timely and empathetic responses, seek feedback for continuous improvement, stay updated on product knowledge to offer informed assistance, and strive to exceed customer expectations with personalised service.

Managing difficult customers requires patience, staying calm under pressure, acknowledging concerns, offering solutions, and involving supervisors when necessary. Maintain professionalism, prioritise conflict resolution, and turn challenging situations into opportunities for positive engagement.

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Problem-solving Skills in Customer Support

Problem-solving skills in customer support refer to the ability to effectively analyze customer queries and complaints, identify their needs, evaluate solutions, and develop effective strategies that best resolve customer issues. Examples of problem-solving skills include creative thinking, analytical reasoning and problem diagnosis, decision-making and negotiation, and excellent communication skills.

Table of Contents

Why are Problem-solving Skills Important for Customer Support

Problem-solving skills are important in customer support because they enable customer service representatives to resolve customer inquiries quickly and effectively. Problem-solving in customer support involves identifying customer issues, determining the root cause, and devising a solution. This process helps customers feel their needs are being addressed and helps improve customer loyalty.

Here are some use cases:

1. A customer contacts a customer service representative because they are having trouble downloading a purchase they made. The customer service representative uses their problem-solving skills to identify the issue and walk the customer through the process, helping them quickly and easily download the purchase.

2. A customer contacts customer service with a complaint about a product or service. Rather than just apologize for the customer’s experience, the customer service representative relies on their problem-solving skills to dive deeper, understand the customer’s background and why the issues occurred, and address the customer’s concerns.

3. A customer contacts customer service with an issue that cannot be resolved quickly or easily. In this case, the customer service representative must use their problem-solving skills to devise a solution that works for both the customer and the company. This may include gathering evidence, observing customer behavior, and system analysis.

Overall, problem-solving skills in customer support are vital because they enable customer service representatives to take a proactive approach and more quickly address customer issues. This leads to improved customer loyalty and increased customer satisfaction.

How to Improve Your Problem-solving Skills

1. We hold regular training classes with customer support staff to assist agents in further developing problem-solving skills.

2. We perform extensive customer service simulations and quizzes during these training sessions to ensure critical thinking becomes second-nature to our agents.

3. We encourage agents to ask questions and investigate further when faced with a difficult situation.

4. We provide our agents with access to up-to-date information, policies and procedures to ensure they are well informed.

5. We establish an open, collaborative and supportive culture within the agency that encourages knowledge sharing and problem-solving.

6. We provide our agents with a library of problem-solving techniques and strategies to draw from.

7. We encourage agents to gain positive feedback from customers on their problem-solving efforts.

8. We regularly evaluate the effectiveness of our agents’ problem-solving skills and determine the areas for improvement.

9. We assign experienced agents to buddy up with new agents and provide guidance.

10. We reinforce the importance of problem-solving with our agents through regular updates, reminders and success stories.

Problem-solving Skills FAQ

1. How do you stay calm when dealing with difficult customer problems? Answer: I stay calm by breathing deeply, counting to ten, and refocusing my attention on resolving the customer’s issue.

2. What techniques do you use to help customers explain their problems? Answer: I like to encourage customers to clearly explain what they are experiencing by asking open-ended questions and listening attentively.

3. How do you identify the root cause of customer problems? Answer: I start by gathering information about the customer’s experience and taking the time to understand the full context of their issue. After that, I use research and ask questions to identify the root cause of the issue.

4. What do you do if you can’t solve a customer’s problem? Answer: If I’m unable to solve a customer’s problem, I make sure to keep an open dialogue with the customer throughout the process and involve other team members or supervisors when necessary.

5. How do you handle customer escalations? Answer: I handle customer escalations by listening to their concerns thoroughly and responding with understanding, sincerity, and empathy.

6. What do you consider when making decisions related to customer service? Answer: I consider the customer’s satisfaction, the company’s goals and objectives, and any relevant policies and regulations.

7. How do you handle customer complaints? Answer: I handle customer complaints by listening to their feedback and responding in a professional, friendly, and understanding manner.

8. What strategies do you use to ensure customer loyalty? Answer: I use strategies such as personalized customer service, responsiveness and resolution, and consistently exceeding customer expectations to ensure customer loyalty.

9. What do you do when customers are angry or frustrated? Answer: I acknowledge the customer’s feelings and respond with understanding, sincere empathy, and a willingness to help them.

10. How do you prioritize customer requests? Answer: I prioritize customer requests based on their level of urgency, the company’s policies and regulations, and the customer’s expectations.

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Customer Service Problem-Solving Techniques to Improve Your Sales

Customers have numerous issues, with varying degrees of sophistication or viewpoint. They are running out of time. They have an almost unlimited number of product options to choose from. They are wooed by product reviews. 

In such situations, a customer may not be aware of the best solution to an issue. You as a service provider, however, can step into their shoes, come to grips with the problem, work out the solution and gain the customer’s trust. 

The ability to solve a customer’s problem is what makes all the difference between churn and loyalty.

What is Problem-Solving in Customer Service?

Problem-solving in customer service is a skill that entails

• Knowing how to handle a conflict
• Being able to calm an agitated customer using tone of voice and true empathy
• Listening and speaking while maintaining a strong grip on problem-solving techniques.

How does bad customer service affect your business?

Customer service issues must be resolved because they affect other parts of the business. Businesses must become more customer-centric and coordinate their services in order to delight clients by effectively solving their problems.

You may have the ideal product and competitive pricing, but if your customer service is poor, your business can falter.

Let’s look at some of the ways in which bad customer service can impact a business.

Harms Brand Reputation

Customers like to share their stories. As a result, when people have a poor experience, they turn to their favorite media to express their feelings. A single poor review on Twitter or Facebook can defame your brand image.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” -Warren Buffett

Lesser Conversions and Loss of Customers

Inefficient solving of customers’ problems , slow response times, and frequent negative experiences make prospects less likely to become customers and make current customers less likely to stay loyal.

“53% of customers are likely to stop buying from a brand after a poor customer service experience.” – source

Dip in Customer Lifetime Value (CLV)

Companies that consistently provide bad customer service eventually fail. Customers today have so many options that when they have a negative service experience, they will go to a competitor. 

It’s widely known that one-time customers are expensive, whereas recurring customers bring a steady source of income. 

Customer lifetime value is a measure that is computed by adding up all of a customer’s revenue over the course of their engagement with a company. 

You can increase the lifetime value of your customers by delivering outstanding service. This means you can make more revenue by spending less money on customer acquisition.

Steps of Customer Service Problem-Solving

Here is a 5-step process for customer service problem-solving and troubleshooting when you come across a customer issue.

1. Ask, Ask and Ask

Ask the proper questions to learn what is upsetting your customer. You won’t be able to remedy your customer’s problem if you can’t place it. 

For example, ask questions such as, 

“Have you been dealing with this issue for a long time?”

Asking relevant questions will help you identify customer needs while also assisting you in determining an appropriate solution.

2. Identify the Problem

After having a question session with your customer to discuss their pain areas, you can restate or explain the situation as you have come to terms with it. 

You must describe the problem precisely and do so from the customer’s perspective. Get the customer’s approval that you’ve grasped the problem.

Before you move on to the next phase, ask whether there is anything else that is bothering them.

3. Formulate Solutions 

After a thorough examination of the problem, develop various solutions and present the best solution to the customer or prospect. 

Your solution must be focused on the specific problem , and not ambiguous.

4. Deliver the Solution

Deliver the solution as promised. Take advantage of these opportunities to strengthen your customer relationships and demonstrate that you are worthy of their trust.

5. Follow up with Customers

It’s critical to check in with your customers to see how they feel about the solution and confirm that the issue has been fixed. This step demonstrates to customers that your organization values customer service and is committed to providing a better customer experience .

It’s important to ask some of these challenging questions when checking in with present customers in the hopes of upselling, cross-selling, or renewing their contracts. 

“How satisfied are you with our product on a scale of one to ten?”

“How did you come up with that score?”

“What is it about our product/service that you enjoy?”

“Do you think you’ve experienced excellent customer service?”

This will keep you from overlooking warning signs that they’re dissatisfied and might begin to consider switching to a competitor.

In an era where ‘Customer is King” , happy customers are the secret to growth. As a result, customer satisfaction is a direct reflection of the effectiveness of your service team.

“The probability of selling to an existing, happy customer is up to 14 times higher than the probability of selling to a new customer, according to Marketing Metrics” – source

To improve customer experience and increase cross-selling and upselling opportunities, forward-thinking companies link their sales and customer service teams .

9 customer service problem-solving techniques

Customer service exists to assist customers with their demands or any issues that may arise while they are using your product or service. It is, therefore, necessary to train your staff on how to properly resolve customer complaints or problems.  Learn about the methods a service representative can take toward customer service problem solving to deliver superior customer service!

Ask for the Customer’s Needs

Ask probing questions to get to the heart of the matter and uncover unmet customer needs. The answers to these questions can be used to create a workable solution, and this is a consultative approach that will strengthen customer relationships.

Listen to the Customer

Listen to the customer to prod deeper into the issue to determine the underlying cause. Only then will you be able to solve the problem at its core. You could even be assisting your company in developing stronger SOPs or regulations or eliminating a rigid process that is preventing you from running smoothly during the course.

The more you know about your customer and their company, the more you’ll be able to influence their bottom line.

Don’t argue

When we are offended or proven wrong, we have an inbuilt propensity to react in a defensive manner. In customer service, this is a no-no.

To go through the situation unscathed, here are two tips that you can use.

Tip 1: Allow customers to talk

You should let your customers talk until they are able to release their frustrations and calm down. 

Tip 2: Show that you care

The least you can do is support them and be empathetic toward the situation while customers go on explaining their tales. Use consoling phrases to comfort them.

Send Lightning-Fast Response

Every customer is strapped for time and expects a timely response from your support agent, 

Kapture’s omnichannel help desk software can help you streamline how you manage customer inquiries across multiple channels.

Image: Kapture’s omnichannel dashboard

You can route inquiries from a certain channel to a dedicated team. This helps ensure a smooth customer experience and swift resolution of customer inquiries.

Another way around is to add a live chat feature to your website. It is a tool that helps customers instantly connect with your agent and work out solutions. Kapture’s live-chat tools embedded in your website can deliver faster responses.

Follow Solutions to the Conclusion

Once you’ve committed to providing the resolution, it’s in your best interests to see it through to completion.

The standard customer problem-solving process includes following up with clients and providing them with updates to keep them informed.

Sending follow-up emails is the most effective technique to keep in touch with them about the solution’s progress.

Kapture’s help desk software allows you to send emails from the same system that you use to respond to customer queries. You really don’t need to use traditional mail services for this. Likewise, the merits of a single sign-on help desk are many.

Use Visual Content

Your customer service representative can solve customers’ problems in a more comprehensible and exciting manner by offering them visual troubleshooting guides. 

The best options are videos, graphical flow diagrams (depicting step-by-step instructions), or screenshots to resolve some of the very minor yet frequent issues. 

Kapture’s knowledge base feature allows you to store and manage information in just about any format, which includes videos, images, and documents, that can be accessed via self-help tools.

This not only saves your time but also gives customers a quick and intelligible solution to their problems.

Offer an Incentive to Customers

Just to make sure that the recent product or service issue your customer faced did not bring any scar to your relationship, it is a supersmart way to butter up the bond with incentives. 

Offering incentives to clients can help you gain their loyalty, and they may decide to wait until you fix their problem rather than looking for solutions elsewhere.

Incentivizing clients to compensate for the inconvenience encourages them to stay loyal.

Consider presenting a coupon or voucher, for instance, on the next transaction if you want to motivate a customer to use your service again.

Self-Help Option For Your Customers

Provide self-help capabilities such as AI chatbots, knowledge base, or interactive discussion forums so that customers can search, find and resolve problems on their own. AI-powered chatbots offer responses to customer queries contextually.

Do not undermine the convenience of a self-service. This is the most preferred channel of help by customers as revealed by many surveys.

Kapture’s AI and Machine Learning-powered self-serve tools are a fantastic approach to support your tech-savvy customers.

Image: Chatbot powered by Kapture

Customers that are happy with your service will stay longer, become repeat customers, and recommend your service to their friends and colleagues.

That’s why it’s critical to cultivate a customer-centric culture within your organization.

Remember to go the customer problem-solving way to create exceptional customer experiences.

Kapture’s AI-based solutions can assist you in effectively managing the entire customer service process and wowing your clients with customer delight factors such as

• Work-flow automation capabilities
• Omnichannel communication
• Self-help features
• Run automatic surveys
• Generate survey reports

Our solution is easy to use and integrates with other services like cloud telephony, social media, eCommerce, ERP, and others making it easy to collate the information at a centralized location.

Kapture, a customer service automation platform helps your team on how to serve and delight customers right from any touchpoint- and translate those efforts into building a loyal customer base.

Finally, follow the sound and systematic c ustomer service problem-solving techniques outlined in the blog t o win your customer’s hearts.

• customer problem solving
• customer service problem solving techniques
• customer service problems and solutions
• customer-based approach
• handling customer complaints
• problems in sales
• productivity
• troubleshooting customer service

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Top 17 Customer Service Skills to Delight Customers in 2024

Author & Editor at ProProfs

Deepak is a seasoned content writer at ProProfs, specializing in the intricacies of knowledge management software. His work is characterized by a deep-seated passion for elevating knowledge-sharing experiences.

Imagine you’re a customer who just received a defective product or a wrong order. You’re angry and disappointed and want to vent your frustration at the company. 

But instead of getting a delayed response, you’re greeted by a friendly representative who listens to your problem, apologizes sincerely, and offers a quick and satisfactory solution.

How would you feel? 

You’d probably get a feeling of being heard, relieved, appreciated, and even loyal to the company, right?

That’s the magic of effective customer service skills !

From active listening to problem-solving, this blog shares 17 essential skills to make every service interaction count and cultivate lasting relationships. 

What Are Customer Service Skills?

Customer service skills refer to a set of abilities and qualities enabling customer service agents to interact with customers, understand their problems, meet their expectations, and provide exceptional service effectively. 

The display of the right customer service skills directly contributes to customer satisfaction. When customers receive service from a skilled and well-rounded agent, they are likelier to be happy with their experience and positively perceive your business.

Some good customer service skills include empathy, active listening, positive body language, patience, and problem-solving skills. We will discuss more about them in the following sections. 

List of Top 17 Customer Service Skills 

So, which skills should your support team prioritize? Check out our customer service skills list to know which ones deserve to be a part of your training programs. 

1. Effective Communication

Effective communication is vital in customer service as it ensures the customer and the service provider understand each other clearly. It enables the customer to express their needs, concerns, or issues while allowing the service provider to provide relevant and accurate information or assistance. 

Effective communication builds rapport, demonstrates empathy, and conveys a professional and caring attitude. It ensures that customers and service providers exchange information accurately, understand instructions, and manage expectations well. Good communication also helps resolve conflicts or complaints, increasing customer satisfaction and loyalty. 

2. Patience 

Patience allows customer service representatives to remain calm and composed, even in challenging situations. It enables reps to listen attentively, empathize with customers’ frustrations or concerns, and give them the time and attention they need to express themselves fully. 

Patience also helps you handle demanding customers or complex issues professionally and without becoming defensive. By demonstrating patience, service providers can defuse tense situations, maintain positive customer relationships, and work toward finding satisfactory solutions. 

3. Product Knowledge

Every customer service rep should know their products inside out. In-depth product knowledge allows service providers to offer accurate and comprehensive information about their products or services. 

When service providers possess in-depth knowledge, they can confidently address customer inquiries, provide relevant recommendations, and offer valuable insights. Product knowledge also instills trust and credibility, as customers feel confident that the service representative understands their requirements. 

4. Active Listening

Active listening plays a crucial role in customer service by allowing agents to understand and address customer needs fully. By actively listening, you can demonstrate genuine interest and focus on what the customer says. 

Active listening allows you to capture important details, identify underlying concerns, and ask relevant follow-up questions. It also helps service providers empathize with customers, validate their feelings, and show that their concerns are heard and understood. 

5. Time Management

Time management is crucial in customer service as it allows service reps to prioritize tasks effectively and respond promptly to customer queries and complaints. By managing time efficiently, service reps can pay attention and allocate resources to each customer interaction, ensuring timely resolutions. 

Effective time management enables service reps to handle a higher volume of customer requests without compromising the quality of service. Additionally, this customer service skill 

helps your team meet deadlines, follow up on customer inquiries, and maintain efficient communication. 

6. Adaptability 

Adaptability simply means how quickly someone can adjust to new situations or technology. It is vital in customer service as it allows service reps to adjust and modify their approach to meet customers’ unique needs and preferences. 

Adaptability enables service providers to think on their feet, quickly assess customer requirements, and tailor their communication and problem-solving strategies accordingly. It also allows them to embrace new technologies and methodologies, ensuring they can quickly adapt to the ongoing customer service trends. 

7. Problem-Solving 

Problem-solving is another critical skill that enables service reps to identify, analyze, and resolve customer issues effectively. Using problem-solving techniques, they can assess the situation, gather relevant information, and offer appropriate solutions to address customer concerns. 

Agents can think critically, identify the root causes of problems, and implement practical resolutions that meet customer needs. By demonstrating strong problem-solving abilities, service reps can instill confidence in customers and enhance their overall experience. 

8. Resilience 

Resilience plays a vital role in customer service as it allows service reps to maintain a positive attitude and bounce back from difficult interactions or challenging situations. 

Customer service professionals often encounter demanding or frustrated customers, and resilience enables them to remain calm, composed, and focused on finding solutions. Moreover, they can handle rejection or criticism constructively without becoming discouraged. 

9. Professionalism 

Professionalism is one of the most essential skills for customer service as it sets the tone for customer interactions. Service reps who demonstrate professionalism exhibit courtesy, integrity, and accountability. 

Professionalism also encompasses effective communication, punctuality, and adherence to company policies and standards. By exemplifying this skill, service reps instill confidence in customers, project a positive image of the organization, and create a customer-centric environment. 

10. Positive Body Language

Whenever customers enter a store, they are influenced by the body language of your customer service and sales representatives. Positive body language through handshakes, eye contact, and hand gestures conveys openness, attentiveness, and a genuine willingness to assist.

Positive body language also enhances communication by conveying interest and active engagement, encouraging customers to express their concerns and needs more freely. It helps to build rapport, establish trust, and make customers feel valued and comfortable. 

11. Persuasion 

Persuasion enables service reps to influence customers respectfully and effectively. They can guide customers toward making informed decisions using persuasive techniques, such as highlighting a product’s or service’s benefits, addressing customer concerns, and offering compelling solutions.

Persuasion helps service providers demonstrate the value and relevance of their offerings, building customer confidence and trust. It opens room for product recommendations, upselling cross-selling opportunities, etc. 

12. Cultural Sensitivity

Cultural sensitivity is all about acknowledging and respecting customers’ diverse cultural backgrounds and customs. Service reps who demonstrate this trait are attuned to customers’ unique needs, values, and preferences from different cultures. They adapt their communication style, language, and gestures to ensure inclusivity and avoid unintentional offense. 

Cultural sensitivity fosters understanding, promotes effective communication, and prevents misunderstandings or cultural biases. By embracing and respecting cultural diversity, service providers can create a welcoming and inclusive environment, build customer trust, and enhance the overall customer experience, leading to customer satisfaction and loyalty.

13. Attention to Detail 

Attention to detail ensures accuracy, thoroughness, and precision in every customer service interaction. Service reps who demonstrate this skill pay close attention to customer inquiries, requests, and specific details. 

They strive to understand customer needs completely and provide accurate and personalized solutions. Attention to detail also helps them avoid errors or mistakes in communication, documentation, or order processing. 

14. Technical Proficiency 

Technical proficiency enables service reps to navigate and utilize the necessary software, tools, and systems to deliver exceptional service. With in-depth technical knowledge, agents can efficiently handle customer inquiries, access relevant information, and resolve issues promptly. 

Moreover, technical proficiency enables service providers to troubleshoot technical problems, offer remote assistance, and guide customers through digital platforms. 

15. Teamwork 

Delightful customer service is a team effort. Teamwork is essential to customer service as it fosters collaboration and coordination among service reps and allows them to deliver seamless and comprehensive support. 

By working together effectively, team members can pool their knowledge, skills, and resources to address complex customer issues and provide a unified customer experience. Teamwork also facilitates brainstorming solutions and offering support to one another. 

16. Emotional Intelligence 

Emotional intelligence is a critical skill that enables service reps to understand and manage their own emotions while empathizing with the customers’ emotions. Employees with high emotional intelligence can regulate their emotions and remain composed even in challenging situations. 

By demonstrating empathy and responding with understanding and care, service providers with emotional intelligence can build rapport, defuse tense situations, and provide personalized support. Emotional intelligence enhances the overall customer experience, fosters trust and customer loyalty, and creates positive and lasting connections with customers.

17. Taking Responsibility 

Taking responsibility demonstrates accountability and ownership over customer service issues, interactions, and outcomes. Service providers who take responsibility accept and acknowledge any mistakes, issues, or challenges during customer service. 

They proactively work towards finding solutions, rectifying errors, and ensuring customer satisfaction. Taking responsibility also involves effectively communicating with customers, keeping them informed about the progress of their inquiries, and taking appropriate actions to resolve issues promptly. 

Hone Customer Service Skills That Matter! 

Developing top-notch customer service skills is crucial for success, irrespective of your business or industry. By honing these skills, your team can exceed customer expectations, boost satisfaction, foster loyalty, and achieve remarkable growth.

Active listening, patience, and clear and concise communication are essential skills that enable representatives to understand customer needs and provide appropriate solutions. Moreover, make sure you share empathetic responses with customers to show you care. 

Do you wish there was a tool that could automate mundane tasks so your team can focus on learning and skill development? Glad you asked! ProProfs Help Desk is a powerful ticketing system that can help you automate repetitive tasks, encourage collaboration with internal notes, and monitor your CX with surveys and reports.

Learn More About Customer Service Skills 

What are some essential customer service skills.

Essential customer service skills include active listening, empathy, patience, clear communication, problem-solving, adaptability, and product knowledge. These skills enable support representatives to understand customer needs, address concerns effectively, and provide satisfactory solutions. Additionally, positivity, professionalism, and a willingness to go above and beyond contribute to exceptional customer experiences.

How important are customer service skills in business?

Customer service skills are paramount in business, as they directly impact customer satisfaction, loyalty, and retention. Exceptional service fosters positive relationships, encourages repeat business, and enhances brand reputation. By prioritizing customer needs and resolving issues promptly and courteously, businesses can differentiate themselves and thrive in competitive markets.

How can I improve my customer service skills?

Here are some ways to improve your skills: 

• Practice active listening, empathy, and clear communication.
• Cultivate patience and problem-solving abilities.
• Seek feedback and learn from customers and colleagues.
• Invest in training and educational resources.
• Observe and emulate exceptional service providers.
• Embrace continuous improvement and strive for excellence.

How can I handle multiple customer inquiries simultaneously?

To handle multiple customer inquiries simultaneously, prioritize urgent issues while setting realistic expectations for response times. Utilize time management techniques, such as batching similar inquiries or delegating tasks when possible. Stay organized, maintain clear communication, and utilize a customer service ticketing system to streamline processes and enhance efficiency.

How do I handle customer complaints effectively?

Handle customer complaints effectively by listening attentively, acknowledging their concerns, and apologizing sincerely. Take ownership of the issue, offer solutions promptly, and follow up to ensure satisfaction. Maintain a calm demeanor, remain empathetic, and strive to resolve the problem positively, turning complaints into opportunities to enhance customer loyalty and trust.

About the author

Deepak is a staff writer and editor at ProProfs.com. He has a deep understanding of customer support, help desk, sales, live chat, ticket routing and prioritization procedures, the creation and utilization of efficient escalation pathways, and effective problem-resolution strategies. Deepak’s passion for delivering exceptional customer experiences, combined with his in-depth knowledge of various customer service platforms, has made him a sought-after consultant in the industry.

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4 steps to effective customer service problem solving with examples.

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Recently, I came across a fascinating customer service story involving an American Express cardholder. It all began with a seemingly innocent mistake while making a payment involving a decimal point in the wrong spot, resulting in the customer inadvertently paying thousands of dollars instead of hundreds.

Determined to rectify the error and seek guidance, the customer promptly contacted American Express to report the issue. To his relief, a representative assured him that the mistake would have no adverse impact on his account and that all charges would be promptly refunded. Little did he know that this was just the prologue to a series of challenges.

A few days later, the customer was taken aback when he discovered that all his debit cards were unexpectedly suspended. Perplexed and concerned, he went over his account for any indications of suspicious activity or an account block, but to no avail. Thus, he decided to reach out to American Express once more to seek clarification.

To his utter surprise and dismay, the representative he connected with not only questioned why he had not halted the incorrect payment but also accused him of attempting fraud. The customer explained that a previous representative had not advised him to stop the payment and had, in fact, assured him that there would be no negative consequences resulting from his honest mistake.

The response?

That's what customer service does. They tell you what you want to hear.

This quite nasty customer service story inspired me to write about the real purpose of customer service. Which is not “telling customers what they want to hear” but helping customers and resolving their problems.

In this article, you’ll also learn some troubleshooting techniques to make your job easier.

Creating a Good Customer-Centric Culture

A customer-centric culture serves as the bedrock of exceptional problem-solving and sustainable business success. In a world where customers today wield unparalleled power and influence, placing them at the heart of your operations is not just a choice; it is a strategic imperative.

At all levels of the organisation, employees must wholeheartedly prioritise customer happiness, understanding that every interaction is an opportunity to leave a lasting impact. By cultivating such a culture, businesses create a positive and supportive environment that empowers employees to go above and beyond to delight customers.

Nurturing this culture demands a multifaceted approach. One potent strategy is to recognise and reward outstanding customer service efforts. By celebrating employees who embody the customer-centric ethos, businesses reinforce the value they place on exceptional experiences. This recognition motivates individuals to exceed customer expectations continually and sets a powerful example for others to follow.

Encouraging collaboration is another pivotal aspect of fostering a customer-centric culture. In today's interconnected business landscape, problems seldom fit neatly within departmental silos. Emphasising collaboration cultivates a shared sense of responsibility for customer success and enables employees to pool their expertise, collectively devising innovative solutions that surpass individual capabilities. The result is a seamless and consistent experience for customers, who benefit from the collective effort of a united organisation.

To equip employees for the challenges of modern customer service, businesses must invest in skills training. Outstanding problem-solving skills do not materialise by chance; they are honed through intentional development. Equipping employees with the necessary tools and knowledge to navigate diverse customer interactions positions them to respond adeptly and confidently, even in the face of dissatisfied customers.

Customer Service Problem-Solving

Speaking of dissatisfied customers, they hold the key to unlocking greater customer retention. Rather than viewing poor experiences as a liability, businesses must embrace them as opportunities for growth. Each negative interaction presents a chance to introspect, identify pain points, and make tangible improvements. By actively seeking feedback from dissatisfied customers, businesses demonstrate their commitment to listening and learning, earning trust and loyalty in the process.

A customer-centric culture is more than a mere buzzword; it drives superior customer experiences and enhanced customer retention. By prioritising customer satisfaction at every touchpoint, celebrating exceptional service, fostering collaboration, investing in skills training, and actively engaging with dissatisfied customers, businesses can forge a path to sustained success and unmatched customer loyalty. Embrace the customer-centric ethos, and you will unlock the true potential of your organisation in a customer-centric world.

Strategies for Effective Customer Service Problem-Solving

Timely response and resolution are essential components of successful troubleshooting. Customers appreciate swift action, showing that their concerns are taken seriously. Personalisation also plays a significant role, as customers feel valued when their issues are treated individually rather than generically.

Navigating challenging situations with irate customers requires patience and tact. Service reps need to stay calm, acknowledge the customer's feelings, and work towards finding a resolution.

4 Steps for Better Customer Service Problem Solving

As a customer service agent, providing satisfying solutions is essential. Let's explore the path to achieve this.

1. Understanding the Customer's Point of View

Imagine yourself in the customer's shoes. They reach out to you with what seems like an impossible request. For instance, they received a notice that their phone line would be cut due to non-payment, yet they requested credits on their invoices due to financial constraints. Initially, you might question their request, but remember, you're not just an ordinary person; you're a Support Hero tasked with saving the customer's day. Negative thinking won't lead to solutions.

At this stage, it's hard to distinguish if the customer is genuine or potentially fraudulent. However, instead of passing judgment, assume the customer needs assistance and act accordingly. Engage in active listening to comprehend the problem thoroughly and find a way to help.

Exceptional problem-solving hinges on understanding customer needs and concerns. Active listening enables service representatives to connect with customers on a deeper level and empathise effectively. By listening attentively, you can pinpoint the root cause of the problem and tailor solutions to meet their specific needs.

Remember these keywords throughout your journey: fully understand the problem, solve the customer's problem, find a workable solution, and ensure the customer is happy with the resolution.

2. Identifying a Problem

Ensuring that customers are happy with the solutions provided is crucial in customer service. Sometimes, customers simply struggle to articulate their issues, and that's entirely normal. They may not be familiar with your processes or jargon; all they know is that their expectations regarding your product or service have been disappointing.

As a Support Hero, it's your responsibility to restore their faith in your company, but to do that, you must first pinpoint the problem.

To troubleshoot effectively, here are a few questions that can guide you. Sometimes, by asking these simple questions, you can quickly identify an outage or a faulty batch of products sent out by a manufacturer!

Can you describe the problem you're facing precisely? When did this problem start? Has this issue occurred before?

Next, consider the following:

Are all users affected, or is it isolated to just one customer? Has anyone else faced a similar problem in the past?

Once the customer responds, summarise their answers back to them. This gesture demonstrates that you genuinely comprehend their concerns and helps you verify the facts.

If you're unfamiliar with the problem or unsure how to proceed, offer a brief apology and inform the customer that you need to discuss their case with a colleague or supervisor. Maintain a self-assured tone, and don't hesitate to ask the customer to hold on for a moment.

Remember, customers value accuracy even if it takes a bit more time to sort out the issue.

Instead of abruptly transferring a customer to another department, try saying:

"We're committed to resolving this for you. Let me transfer you to a specialist best equipped to address your question."

Customers appreciate the effort you put into understanding their journey and resolving their issues promptly. Poor customer service can lead to bad customer experiences, but by actively listening to their concerns, you can turn their dissatisfaction into a happy customer.

Always focus on solving the problem, no matter how common or complex. As a customer service representative, your role is to provide exceptional support and ensure that customers are satisfied with the resolution.

So, embrace every customer service issue as an opportunity to solve the problem and deliver exceptional customer support. Your dedication and responsiveness will create a positive experience, turning unhappy customers into satisfied ones.

Remember, the help desk is where customer issues are met with efficiency and care. The key to a successful customer service journey lies in how you handle problems and fix them effectively.

3. Find a Solution

Utilise your analytical thinking to devise a solution that best suits your customer's needs. Here are some key questions to help you plan an effective resolution:

Is there enough staff to carry it out?

Who will be involved in implementing the solution?

What is the expected time frame for the solution?

What resources are needed to make it happen?

Who should be informed about the planned solution?

How will the customer be notified about the solution?

Even if you're faced with a case that goes against your company's policy, there is always room for creative suggestions. Take, for example, a customer seeking a refund, which may not align with your policy.

However, consider these alternative solutions:

Inform the customer that you cannot credit the bill, but offer to split the payment into smaller instalments to accommodate their financial situation.

Postpone the account suspension temporarily, allowing the client to continue using the service.

Analyse the customer's account and propose a switch to a more budget-friendly price plan.

Your creativity can turn an unreasonable request into three viable solutions!

But what if you're not the one who can solve the problem?

In such cases, you may need to open a ticket to escalate the issue appropriately. To ensure the ticket doesn't get lost, assign it to yourself and monitor its progress. If the problem remains unresolved after 24 hours, consider contacting the customer to provide an update on your ongoing efforts.

Occasionally, there are situations where the problem cannot be fully sorted. For instance, your company may have stopped selling a particular product, or you may not have a gluten-free option on your menu. However, that doesn't mean you can't offer a helpful solution. If you don't have what the customer needs, guide them to the right source. Let them know where they can find the desired product or suggest alternatives.

Going the extra mile can create customer happiness, even if the solution deviates from their initial expectations.

Here's an example from our experience: My colleague, Justyna, recently chatted with a customer disappointed that our application lacked an in-built screen-sharing and screenshot-making tool. With a composed demeanour, I informed Aline that while LiveChat lacked those features, she could set up an integration for screen-sharing sessions and use a free screenshot tool like Jing. It did the trick! Aline was delighted with the solution, and my mission was accomplished.

Throughout the resolution process, ensure that the customer is at the centre of your focus. Handle customer service issues with attentiveness and empathy, as a positive customer service experience can be transformative. Use a series of questions to fully understand the problem, allowing you to implement the right solution and untangle customer queries effectively.

4. Fix the Problem and Follow Up on the Solution

Finally! The customer has agreed on a solution. You've offered a brief apology for the problem, and now you can fix it and close the case, right?

Unfortunately, it's not always that straightforward.

Sometimes, the solution provided may not address the root cause of the problem. For example, let's say a customer had an issue with the application, and you suggested restarting the device. While this might settle the problem, it's more likely that the customer will return with the same issue, possibly even upset that the initial solution didn't work as expected.

I understand that working in customer service leaves little time for breaks, and now I'm asking you to follow up on your customer's problems. But there are significant benefits to spending a little extra time reaching out to these customers.

Doing so demonstrates genuine care and creates an exceptional customer experience. You ensure that you won't receive calls or chats from furious customers later. You can verify whether your solution worked, giving you confidence for future interactions.

If you find it challenging to make calls or send emails to follow up, don't worry. There are alternative approaches you can take. Some apps allow you to send automatic emails once a ticket is resolved (e.g., LiveChat). You can test and try this feature to save time.

Alternatively, your team can use an automatic survey to gauge customer satisfaction and determine whether the problem was adequately resolved. Platforms like SurveyMonkey and Typeform can be useful in this regard. Alternatively, you can send a simple template asking two questions:

Did we help you solve your problem?

On a scale of 1 to 10, how would you rate your overall experience?

Customers will undoubtedly appreciate these efforts!

In customer service, increasing customer success is vital. To achieve this, it's essential to understand the issue at hand fully. When a customer allows you to delve into their concerns, you can identify the right product or service to address their needs effectively.

Remember, customers are likely to encounter complex problems, and they depend on you for assistance. Utilise customer service problem-solving techniques to handle their issues competently and ensure they are satisfied with the outcome.

Empowering a Customer Service Representative

To excel in issue resolution, customer service reps must have the right skills and authority. Regular training and development programs ensure that representatives are well-prepared to handle various situations effectively.

Additionally, empowering representatives to take ownership of customer issues instils a sense of responsibility, leading to more proactive and efficient resolutions.

Solve Customer Service Problems With Technology

Technology plays a vital role in modern customer service troubleshooting. Customer relationship management (CRM) systems help consolidate customer data, making it easier for representatives to access relevant information quickly.

AI-powered chatbots can provide instant support, resolving common queries and freeing up human representatives to handle more complex issues. Data analytics tools allow companies to gain insights into customer behaviour and preferences, enabling them to tailor their services accordingly.

Measuring and Monitoring Customer Service Success

To continuously improve the way problems are solved, companies need to track and measure their customer service performance. Key performance indicators (KPIs), such as response time, resolution rate, and satisfaction scores, provide valuable insights into the effectiveness of customer service efforts.

By monitoring these metrics, businesses can identify areas that require attention and implement targeted improvements.

Great Customer Service Requires Resolve

Curious about how the story of the American Express customer ended? Well, after cancelling the payment, he reached out to customer service again, giving the company one last chance. However, he connected with a different representative this time—a night-and-day contrast from the previous encounter.

Unlike before, this representative was willing to listen. She grasped the situation immediately, empathising with the customer's plight. After reviewing his account and consulting with her supervisor, she astonishingly informed him that his card would be reactivated. The customer was both shocked and elated with this positive outcome.

It's remarkable how two representatives working for the same company in the same customer service team can provide vastly different experiences—one great and the other terrible.

The root cause of the poor experience is challenging to pinpoint. Perhaps the first representative was not suited for customer service, or management failed to train and motivate them adequately. Regardless, the bottom line was that the customer sought help but did not receive it.

Often, solving a customer-service problem involves navigating between company policies and customer interests, as was evident in this case. The first representative struggled to handle such a situation, whereas the second possessed the necessary skills to address the issue effectively.

Problem-Solving is not just an Ability -- It's a Mindset

As we explored in my previous post on problem-solving skills , the golden rule of customer service is to create a fantastic customer experience even when the problem may not directly concern your product. Offering a possible solution exemplifies the essence of customer service—solving problems, not merely telling customers what they want to hear.

The key to success lies in persistence, utilising the advice shared here, and maintaining a positive outlook. Armed with these qualities, there will be no problem you cannot conquer.

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