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Customer Service Skills – A Complete Guide

10 mins read

The smallest mistakes while handling a customer query may cost you big. Your customer will remember, whether the experience is good or bad; Thus, it’s imperative to have diligent employees in charge of dealing with customers. Every front-end employee must possess and develop specific customer service skills in order to be a successful service agent. Lack of those skills will risk providing poor customer service and losing customers, and revenue of the organization.

Being able to communicate clearly, to organize work efficiently, and beyond; let’s take a look at various customer service skills which are must have for the representatives.

Communication skills

This tops the list and is required to be an effective, successful customer service agent. Communication comprises both listening and understanding to your customers about what they are asking and providing right information to customers clearly and effectively. When working in customer service, an agent will need to understand how to adjust their own communication style depending on which communication channel your customer is using. The kind of service one may provide through email won’t be identical to the customer service done over the phone or on a bot.

Best customer service skills

1. Top-notch listening skills
2. Patience
3. Empathy
4. Ability to handle difficult conversations

1. Organizational skills

Only communication skills are not enough for a customer service representative as they must be organized. From keeping track of the necessary information and tools to being useful in every customer need, there are a lot of components involved in providing quality customer service. A service agent must have a strategy for tracking each and every aspect of customer issue during an interaction, and be detail-oriented in their approach when finding resolutions.

Customer service requires working directly with customers in a way that balances time spent actually in contact with them with efficiency. Neither customer nor agent wants to spend more time in a live chat, so it’s important to take care of the task at hand with accuracy and speed. A successful agent will need to handle internal tasks as well that too in a timely manner, as well as avoid distractions and stay focused.

2. Collaboration skills

Next in line is collaboration, a must have skill for customer service agents. An agent will collaborate with team members, other departments and customers. While working with any team, it’s necessary to maintain good relationships with colleagues to create a positive working environment and keep motivated and focused on the work that needs to be done. And when something goes wrong, the ability to take ownership and be accountable for that, while continuing to improve and move forward is essential.

An agent must also collaborate with customers to develop & maintain good relationships. Agents are today not just service providers to customers’ concerns but your brand advocate that goes a long way in increasing customer satisfaction.

3. Subject matter expertise

While above skills are mandatory and universal in nature irrespective of what product or service one is supporting, becoming an expert on the particular product you’re working on is important. The technical know-how to understand and solve complex issues is crucial and for an agent to become experts, KM tools are really helpful. Undoubtedly, the best customer-facing agents in your team will have in-depth knowledge of how your product or service works. right? When an agent is not sure about the features and details of offerings from top to bottom, you cannot expect that they can help customers in the best way.

Empowering agents and the knowledge they have access to can create a major impact on customer service delivery. With knowledge comes the ability to look for alternatives to deal with customers even in better way and option to continuously improve upon it

4. Ability to manage workload

With the growing number of customer service requests at the service desk, agents are under pressure. They have to manage multiple tickets at a time with all different concerns. Thus, managing the workload is an essential customer service skill for any agent. If customer service representatives want to improve their workload, developing below skills should be useful for them.

  • Time management
  • Meeting deadlines
  • Maintaining performance and productivity
  • Realistic expectations
  • Multitasking

Tools to enhance customer service skills

There are many ways a service can be provided to customers, including in a simple email inbox or in the mentions of a Twitter account. It can be on any channel whether digital channels or at assisted channels.  However, when any organization has a team of people working in customer service or implementing the right tools to provide effective customer service is need of an hour. With the proper tools and analytics, your customer service team will not only perform better, but can also set goals and track their progress, feel empowered and as a result deliver better.

Knowledge Management Tool

As you create a volume of content at a regular basis then for documentation, you’ll need a place. A knowledge management tool provides a single system to create, curate, update and share your content, is a great option for organizing and storing all the information, builds effective training modules for agents on boarding training as well as on job training, time to time assessment through engaging and interactive quizzes and much more.

Components of Knowledge Management that turn your agents into experts

Agents need to be well equipped while troubleshooting complex customer interactions. Ensure the best for agents and users by allowing for faster and efficient resolutions using decision trees and picture guides. Foster digital adoption and self-service with multiple components of knowledge management systems.

  • Navigation made easier
  • Largest ready-to-use Repository
  • Multi-device coverage
  • Cloud-based tool

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