Top 10 skills for customer service in 2024

Call them a customer happiness agent, a technical support specialist, or even a support hero. Customer service representatives are the face of your company to the public. They're the first point of contact when things go right—and, more importantly, when things go wrong.

The right mix of customer service skills differentiates between an unsatisfied customer and a loyal one who returns and recommends. Empathy and communication skills are the "obvious" answers, but other skills, including accountability and the ability to break down your product knowledge into digestible, understandable language, are equally important. 

Let’s unpack the must-have skills that make a customer service representative stand out. If you're a customer service manager aiming to hire, train, and shape a top-notch team, consider this guide your playbook for success.

Essential customer service skills

Every customer-facing employee must possess and develop good customer service skills to be a successful customer service professional. Without those hard and soft skills, an organization risks providing poor customer service and losing customers—and revenue—as a result. Here are some important customer service skills to look out for:

1. Problem-solving skills

How a customer service agent tackles a problem can make all the difference.

First, they listen to the customer's concerns without jumping to conclusions. They ask the right follow-up questions to understand the heart of the problem. Then, a great agent weighs the different solutions. They might use a knowledge base or other resources to tackle unfamiliar issues and validate the accuracy of their advice. 

And if they hit a wall? They should know who in their team has the expertise to help them, ensuring the customer isn't left hanging.

This way, problem-solving in customer service isn't just about having the right answers. It's about asking the right questions, using resources, and knowing when to seek extra help.

Example:

A shopper contacts an online clothing store about a missing order. The customer service rep checks the tracking info, consults internal databases, and even reaches out to the shipping department. Realizing there's a delay, they offer a discount on the next purchase and expedite shipping to make things right.

2. Time management skills

Time management is the unsung hero of customer service. The key here is prioritization and multitasking, but without sacrificing the quality of service. Use tools and tech to your advantage—set reminders, use canned response templates for frequently asked questions, and always keep an eye on your queue to know what needs your attention next.

Good time management ensures that all customers feel valued and heard, no matter how they reach out or how complex their issue is. It keeps the service efficient, effective, and customer-focused.

Example:

At a busy tech support center, a rep uses a ticketing system to prioritize incoming queries. They resolve simple issues quickly while setting reminders for follow-ups on more complicated cases.

3. Clear communication

How you say something is often as important as what you're saying. Dealing with technical issues? It's essential to avoid jargon and use straightforward language. 

Whether it's emails, chat replies, or comments on social media, clear and concise writing is crucial. Imagine getting a lengthy, jumbled response to a simple question. Frustrating, right? But a well-written, error-free response? That builds trust.

Being genuine is equally vital. Customers can tell if you use a script or genuinely want to help. Use a positive tone of voice and active phrasing, like "We can fix this" instead of "This can't be done."

Bottom line — clear communication eliminates guesswork and streamlines the problem-solving process. It turns potentially frustrating experiences into smooth, satisfying resolutions.

Example:

A guest at a hotel complains about a noisy room. The front desk agent explains the steps they'll take to resolve the issue, confirms the guest understands, and swiftly moves them to a quieter room.

4. Active listening skills

Active listening involves observing the customer’s tone and choice of words instead of just focusing on the words in emails to understand what they’re asking for accurately. 

With experience, an agent will become aware of the language customers use to describe certain pieces of their product, even if the description isn’t technically correct or easy to understand.

Active listening involves picking up on emotional cues and acknowledging them. Asking open-ended questions to show they're fully engaged and interested in resolving the problem is also a part of the package.

This way, agents build rapport and trust, and set the stage for a more productive and positive customer service experience. It reassures the customer that they're not just another ticket to be resolved, but a valued individual whose concerns are taken seriously.

Example:

A customer calls a mobile carrier to discuss confusing charges. The agent listens carefully, repeats what they've heard for confirmation, and then accurately adjusts the billing.

5. Product knowledge

Deep product knowledge arms agents with the information they need to answer questions. It also allows them to anticipate customer needs, recommend relevant solutions, and create a better customer experience. 

A knowledgeable agent guides customers through the features that will most benefit them. Strong product knowledge provides opportunities for cross-selling or upselling products. Here, it's not about pushing a sale—it’s the customer's experience by recommending add-ons or features they'd find useful. 

Being well-versed in the product can also speed up the resolution time, a key performance indicator in customer service. Customers appreciate quick, accurate answers that solve problems.

However, it might be difficult to stay updated on all customer policies, especially if there are multiple product lines, or the company serves customers from various geographies. In this case, you can always access your company’s internal knowledge base and look up solution articles for better assistance.

Example:

At a car dealership, a customer is unsure which model to buy. The sales rep poses probing questions regarding the customer’s needs, habits, preferences, and other qualifying topics. As a result, the rep is able to make an educated recommendation for a model that prioritizes fuel efficiency and safety features to match the customer’s needs.

6. Accountability

Customer service accountability means taking ownership of the issue from start to finish. The customer who reaches out with a problem or complaint wants more than just a quick fix—they want assurance that someone will see it through.

The more customers know that their concerns will be addressed diligently, the more likely a customer feels positive about your brand.

Accountability extends beyond individual customer interactions and plays a role in improving the overall quality of service. Agents should capture feedback and use it constructively. It's part and parcel of being accountable to take responsibility for feedback — whether a suggestion for a new feature or a complaint about a particular aspect of service.

Additionally, accountable agents understand that mistakes happen. Rather than hiding them, it’s better to admit them, apologize, and then move to correct them. It solves the immediate problem and earns long-term customer respect.

Example:

At a bakery, a customer receives the wrong cake design for a special occasion. The manager apologizes, takes full responsibility, and offers a full refund plus a voucher for the future.

7. Resourcefulness

A resourceful person can think on their feet, find information, and come up with creative solutions when the standard ones don't work.

Suppose a customer contacts you with a unique technical issue that's not in your knowledge base. A resourceful agent might consult with team members, explore internal resources, or even conduct a quick web search to identify potential solutions. 

Alternatively, they could engage the customer in finding a solution, which not only improves their relationship with the brand but also empowers them.

Resourcefulness can turn a frustrated customer into a satisfied one. It maximizes every tool and skill set to create a better customer experience.

Example:

A customer contacts a SaaS company complaining about trouble installing their software. The rep can't find the best solution in the knowledge base and elects to activate the expertise of their dev team.

8. Data-driven decision making

Data-driven decision-making acts as a navigational tool, guiding customer service agents to more effective and efficient interactions. But what does it mean to be 'data-driven' in this context?

Firstly, agents need to be familiar with key performance indicators (KPIs), like response time, resolution time, and customer satisfaction scores. These metrics help agents gauge their performance and identify areas for improvement.

Data is also pivotal in identifying recurring issues or trends. Suppose multiple customers report a similar issue within a short period. In that case, reps can flag this data for immediate review and allow agents and other departments to proactively address a problem before it escalates.

Example:

An e-commerce customer service rep notices recurring complaints about slow shipping. They analyze shipping data, identify bottlenecks, and suggest a more efficient logistics partner.

9. Adaptability

Adaptability in customer service isn't just a buzzword—it's a critical skill set. Technology advances like generative AI and machine learning are changing how customer service functions. These technologies offer dynamic solutions but also add layers of complexity. 

In addition to understanding this evolving tech, agents also need the capacity to adapt to unexpected situations like product outages, policy changes, or even global events that affect customer behavior. 

Being adaptable means being able to quickly assess a new situation, identify solutions, and implement them, all while maintaining a high level of service.

Example:

During a software outage, a cloud storage service representative is swamped with calls. Using real-time data analysis, they prioritize critical business clients and guide them through temporary workarounds, while simultaneously using AI-based tools to send out mass updates.

10. Collaboration

Collaboration is a key skill, and it extends beyond just working well with your fellow agents. It's about partnering with customers and team members alike to find the best solutions.

When it comes to customers, a collaborative approach involves treating them as active participants in the problem-solving process. Instead of just prescribing a solution, ask for their input or their perspective. This inclusive approach can result in better solutions and leave customers feeling empowered and valued.

On the team front, collaboration is equally vital. For example, let’s say a customer faces a technical problem that's out of your realm. Collaborating with your tech team ensures the customer gets the specialized help they need, without unnecessary delays. 

It’s a win-win situation—your teammate gets to showcase their expertise, and the customer gets their issue resolved promptly.

Plus, collaboration tools, like internal chat apps or project management software, can be of great help here. These tools facilitate seamless communication between departments, ensuring everyone is on the same page.

The importance of customer service

Per Freshworks’ 2023 CX Priorities Report, 69% of consumers have abandoned a brand because of a negative customer service experience. That’s not all—61% of consumers have written a bad review after a negative customer service experience.

The stakes have never been higher. Customers today are just a social post away from sharing their experiences with a global audience. 

A single touchpoint with your customer service team can form an immediate and long-lasting impression of your entire brand. 

Relationship building in customer service

Hard truth: Customers don’t buy the best products, they buy the best experiences. When your competitors offer similar products or services, customer service becomes your ultimate differentiator.

Customer service has a ripple effect. When customers have an excellent experience with customer service representatives, they don't keep it to themselves. They tell family, friends, and often, their audiences on social media. This initial positive experience lays the foundation for customer retention. 

Plus, the math is simple: retaining an existing customer is much more economical than acquiring a new one. In fact, it’s 5 to 25 times more economical, according to the Harvard Business Review.

Happy, loyal customers are likely to be repeat customers. Up to 93% are more likely to make a second purchase if the customer service is exceptional. This has a direct impact on your bottom line. Loyal customers often spend more and make more frequent purchases than new customers.

And these repeat customers aren’t just making one-off purchases—they're investing in an ongoing relationship with your brand, increasing their lifetime value. 

What does all this tell you? Simple: Customer service is a revenue generator and a brand builder. 

You invest, and you get returns.

The impact of successful customer service

What does it mean for a business when its customer service is excellent? Well, it’s more than just smiling faces and high-five emojis in customer feedback surveys. Let’s look at some examples.

Rubix, a big player in the industrial products distribution arena, leveraged Freshdesk to give their HR workflows a modern touch. Through automation, self-service, and intuitive dashboards, Rubix leveled up. They’re now not just tracking error messages but diving deep into data they never had before. Result? A whopping 97% success rate in ticket resolutions and a big thumbs up to workflow automation. 

For the Commercial Bank of Dubai (CBD), Freshdesk was more than just a software addition. This premier banking institution in the UAE transformed its customer service by digitizing and automating crucial elements. The outcome was a mind-blowing 50% cut down in the time taken to resolve customer issues. 

Then there's Purplle, a beauty e-commerce giant. With a customer base crossing 7 million and ever-evolving communication preferences, they needed to streamline. Thanks to Freshdesk, they consolidated their support channels. The payoff has been impressive with stable customer interactions at 1.14 and an enviable First Call Resolution rate of 94.7%.

These are just a few industries where stellar customer service has gone beyond just resolving issues. The ripple effect of happier customers is cyclical—satisfied customers are more likely to stick around and become genuine advocates of your brand.

Good vs. great customer service

When we talk about customer service, timely responses and quality help have always been the gold standard. 

But what elevates a service from good to great? 

The seamless switch between channels.

Think about it: customers expect brands to remember their last chat—whether it was a rant on email, a query on live chat, or a quick call for help.

This doesn’t mean tossing the classics out the window. Flexibility is still king. Meshing tools like chatbots with live chat offer around-the-clock support. 

The real magic happens when you really listen. No one likes repeating themselves. In fact, the majority of customers want companies to remember their purchase history regardless of the method of communication.

With omnichannel support, you're meeting customers where they already are—in their inbox, on social media, or at the other end of a phone line. The cherry on top? Agents get the full scoop on a customer's history, no matter where the conversation starts. 

It's this 360-degree view and consistent experience that defines a holistic approach to customer service and makes it great.

Traits that enhance your customer service skills

While you can learn and hone certain customer service skills over time, some inherent traits give agents an edge right from the start. These natural attributes create a strong foundation upon which to build technical skills and expertise. 

Resilience

Customer-facing teams often bear the brunt of frustrations, complaints, and occasionally, downright rudeness. 

It's in these high-pressure moments that resilience becomes invaluable. Being resilient means maintaining your composure and focus even when customers are upset

Say you've just had a particularly grueling conversation with a customer. Instead of letting that experience cloud your entire day, you need to shake it off and be prepared to engage positively with the next customer. This often requires both mental and emotional toughness, as well as the ability to self-regulate emotions to avoid burnout.

Curiosity

While some agents see their role as just a job, naturally curious agents are always looking for more. 

An agent might notice that many customers are experiencing the same problem. Instead of just solving these customers’ problems as they come, a curious agent might ask, "Why is this issue recurring?" Studying team dynamics and interdepartmental cooperation helps agents grasp how their daily roles in customer service align with the broader business objectives.

Their inquisitive nature often sparks innovative solutions as they grasp this bigger picture. As a result, these solutions streamline internal processes and improve customer experience.

Empathy

Empathetic agents can understand the customer's emotional state, acknowledge their feelings, and find a solution that makes them feel heard and understood. Authenticity is key here—your customers can easily smell textbook-style answers, and robotic responses can turn a heated situation into a full-blown fire.

Let's say a customer missed an important job interview because your ride-sharing service didn't show up on time. They're not just angry—they're potentially devastated. 

In this situation, an empathetic response would be more than just apologizing for the inconvenience. It could involve acknowledging the gravity of what they missed out on and offering a thoughtful solution—maybe a refund and a free future ride, but also ensure them you're escalating the issue to prevent it from happening again.

Practicing empathy in customer service can turn even the most difficult situations into opportunities for building stronger customer relationships.

Core principles of customer service

So, what's the secret sauce behind extraordinary customer service? Spoiler alert: there's no one-size-fits-all answer, but there are core principles that stand across all industries and customer demographics.

Transparency

Transparency and honesty are cornerstones for building trust. Be upfront about what you can and can't do, set realistic expectations, and communicate clearly and openly. Plus, equip your service reps with the right support structure. 

A tiered system that lets reps escalate issues based on complexity or difficulty prevents bottlenecks and ensures that the most capable hands solve problems.

Consistency

Every interaction, whether it's an online chat, phone call, or in-person meeting, should reflect the high standards you've set for your service. Design a customer experience strategy that outlines your audience profiles, goals, and policies. 

Then, ensure your entire customer service team is well-versed in this information so they can provide uniform and high-quality service across all channels. 

Speed

Customers don't like to wait— the majority expect immediate service when engaging in conversational experiences like chats or phone calls. To meet this demand, pinpoint specific Key Performance Indicators (KPIs) around response times. 

Consistently track these metrics to ensure your team delivers prompt service. Use technology like chatbots for instant answers to common customer questions and maintain a robust knowledge base to help agents provide quick, accurate information.

How to improve your customer service skills

Improving your customer service skills is an ongoing journey, blending self-awareness, hands-on experience, and a drive to learn. Dive into these advanced strategies:

Shadow experienced agents: Spend a day observing seasoned customer service reps. This hands-on approach can unveil new techniques, strategies, or approaches you can incorporate into practice.

Engage in mock interactions: Simulate customer scenarios with colleagues. This role-playing can help you anticipate potential challenges and sharpen your response skills.

Regularly review recorded calls: If your company records customer calls, periodically review them. Listening to past interactions can help you identify areas of improvement.

Stay ahead with industry webinars and workshops: Participate in industry-related webinars and workshops. These platforms often introduce new tools, strategies, or methods to elevate your customer service game.

Cultivate a feedback-driven mindset: Encourage colleagues and mentors to provide feedback on your interactions. An external perspective can offer insights you might have missed.

But it's not just about on-the-job learning. Formal education plays a crucial role too. 

Freshworks Academy is an excellent starting point, especially for new support representatives. It covers essential skills like handling difficult conversations and effective communication over emails and social media to make you a real champion for your customers.

Customer service skills and the evolving technological landscape

A Gartner survey spotlighted a telling shift: 73% of customer service representatives feel that their current roles demand more complex or high-tier skills than ever before. But why is this the case?

Here's the catch—thanks to easy access to third-party resources, many customers come to the table thinking they're already experts. This puts extra pressure on reps to deliver a "high-value experience."

This places reps in a unique position where they're not just solving a problem but also navigating the customer's pre-existing beliefs about the issue. The challenge is acknowledging this while steering the conversation towards a genuine solution.

The keyword here is "high-value". Modern-day customers are not just looking for answers; they're looking for enriched experiences. To deliver this, representatives must be equipped not just with product or service knowledge but also with the context surrounding the customer's journey.

What's the takeaway? It's not just about having experienced reps anymore. Companies are rethinking their hiring strategies to focus less on prior experience and more on core skills like effective communication and relationship-building. 

After all, you can train someone to understand a product, but teaching them to naturally engage and solve problems for customers is a whole different ball game. Therefore, equipping employees with the right context and guidance can open up a broader talent pool and potentially elevate the level of service provided.