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10 Customer Service Skills that Every Customer Service Representative Must Have - Jacada - Blog

10 Customer Service Skills that Every Customer Service Representative Must Have

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. The following may seem basic for many but it is surprising to me how many times these basic skills are overlooked. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service. Here’s a list of 10 customer service skills that every person involved in customer service needs to own to be able to provide the best customer experience possible. Let’s take a look:

#1 Effective Listening

The foundation for providing great service is, first of all, the ability to simply listen to what a customer is saying. Customers are already often frustrated about something when they call, and nothing compounds that frustration more than to feel misunderstood and misinterpreted. Listening isn’t just about hearing what is being said, but also what is not being explicitly said in order to offer the best solution.

#2 Empathy

Empathy is essentially the ability to see and feel the world through the eyes of another by experiencing their emotions. In customer service, empathy means the ability to identify with and, hence, validate the customer’s problem and the consideration and respect for the customer goes a long way in giving the customer a sense of trust in the process. So, put aside your own viewpoint, and try and see things from the customer’s point of view.

#3 Self-control

Maintaining a sense of empathy will also help in maintaining one’s self-control, and that’s important because customer service reps are sometimes going to be the primary target of customer frustration. However, at the same time, it requires the skill to listen to emotion without emotion, to always be aware that that the customer anger is not directed at you personally, even if their language is, so stay calm and under control at all times to diffuse these situations.

#4 Clear Communication

If you are not a great communicator, you will probably not make it in customer service for very long. The ability to communicate clearly and effectively verbally (and written) is essential. This means getting to the problem at hand quickly and keeping the small talk to a minimum. In other words, finding the balance between being friendly and conversational and giving the right answers in a removed, professional style. Clarity isn’t just important for making your customer feel good and secure; it can also have a big effect on your bottom line.

#5 Positive Language

Language is a powerful tool and the way in which you use it will determine whether your words are received positively or negatively. Especially in the realm of customer service, small shifts in the way reps communicate by using only positive language can reap tremendous benefits. Being optimistic can help a customer stay positive, too. By simply using positive language that reflects confidence in finding a solution, this will reassure a customer and improve the entire customer experience.

#6 Persuasive Speaking

While speaking clearly and positively are both essential aspects of effective communication, it doesn’t end there. Keeping your customers at the center through active persuasive speaking skills can dramatically help your customer interactions. The key to persuasive speaking is always putting the focus on the target of persuasion, i.e. the customer. For example, always calling a customer by name, using the active tense in words or phrases, as well as avoiding your personal thoughts or opinions that take the focus off the customer.

#7 Time Management

Proper time management in customer service means supplying customers what they want in a timely, efficient manner. While there is obviously a need at times to spend more time on particular customer issues, customer service reps need to be aware when they cannot help a customer. If you don't know the solution to a problem, the best kind of customer service means transferring a customer over to a rep that does. Sometimes, trying too hard to help a customer will cause more harm than good.

#8 Learning Ability

One of the most essential customer service skills is indeed the ability to learn about and internalize everything there is to know about each product or service, as well as the various solutions for various circumstances, and to have them on the tips of one’s fingers. This also includes company offers, sales, as well as the knowledge of all call center technology to deliver customer service with full confidence.

#9 Adaptability

Adaptability means being able to take that knowledge and use it to adjust to any situation at any given time, making it one of the most essential customer service skills. One service interaction may completely differ from another, so customer service reps need to be constantly prepared to handle the pressure of coming up with the right solution for every problem that gets thrown at them at the moment.

#10 Desire to Improve

In customer service, there’s always room to improve. Customer service reps who aren’t looking to improve themselves and find solutions to their own problems are going to be hard-pressed to consistently find the solutions to other people’s problems.


Publish Date: November 3, 2017 5:00 AM

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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