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1.141.32c3.005-.481 5.648.655 6.384 1.005.202.102.419.146.621.146s.434-.043.621-.146c.736-.364 3.395-1.501 6.384-1.005.404.073.823-.059 1.141-.32.346-.277.535-.685.535-1.122V1.605c0-.685-.491-1.296-1.17-1.413zM3.655 3.47c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.93.93 0 0 1-.881.627.8.8 0 0 1-.26-.043 10.4 10.4 0 0 0-2.788-.481.916.916 0 0 1-.866-.947c.029-.495.462-.904.954-.86zm0 2.913c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.93.93 0 0 1-.881.627.8.8 0 0 1-.26-.043 10.5 10.5 0 0 0-2.788-.481.916.916 0 0 1-.866-.947.927.927 0 0 1 .954-.859zm3.827 4.605a.91.91 0 0 1-.867.655.8.8 0 0 1-.26-.043 10.5 10.5 0 0 0-2.788-.481c-.491-.014-.881-.437-.866-.947s.448-.918.939-.874c1.069.043 2.152.233 3.236.568.491.131.751.641.607 1.122zm6.399.116c-.91.043-1.849.204-2.788.495a.893.893 0 0 1-1.127-.598.925.925 0 0 1 .607-1.151 12.7 12.7 0 0 1 3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947m0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947"></path></svg>Article</span></a>  </h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">25 essential customer service skills to develop in 2025</h1><p class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">Learn the most important customer service skills for cultivating excellent CX, and utilize our templates to seamlessly incorporate these skills into your resume.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last updated December 19, 2024</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></div><div class="sc-b4fd687b-9 fqoGvv"><a target="_blank" rel="noopener noreferrer" href="https://docs.google.com/presentation/d/1eD5ylQXzX6XSzgGY7N9OH4m-vTVjdOCDzVoIohFaon4/template/preview" 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data-garden-version="8.76.2"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="An illustration of a man sitting at a laptop wearing a customer service headset and a purple sweater." fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofamanworkingonalaptop.png" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hmnTZa"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-b4fd687b-1 bEEqbX kjpIMx" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 eSGwgQ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="accent-box accent-tofu"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is customer service?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service is the ongoing relationship between a business and its customers, encompassing every interaction, from initial contact to the end of the customer’s journey. It’s the art of supporting, guiding, and delighting customers across multiple touchpoints—whether in person, by phone, email, live chat, or social media.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Strong customer service goes beyond just responding to inquiries. Teams document customer interactions, maintain <a href="/sg/blog/self-service-support-companies-need-right/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">self-service support</a>, and proactively enhance the customer experience through empathetic communication, cross-departmental collaboration, and consistent service quality across all channels.</p></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While the customer journey and digital marketplace experience massive transformation, one fact remains firm: exceptional customer service skills are irreplaceable. As digital and physical shopping experiences expand, customer expectations for outstanding <a href="/sg/blog/customer-service-skills/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service</a> continue to soar.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The success of a <a href="/sg/blog/build-customer-experience-strategy/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience (CX) strategy</a> depends on digital literacy and tech proficiency just as much as empathy and problem-solving skills. Whether you’re a support agent seeking a new role or a hiring manager searching for qualified customer service representatives, our guide will help you identify what customer service job skills are crucial to business success.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Job seekers can also <a href="#Let your customer service skills shine" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><strong>download our resume templates</strong></a> to increase their chances of landing their next customer service position.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>More in this guide:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><a href="#Why is customer service important?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Why is customer service important?</a></li><li><a href="#What are the key principles of great customer service?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What are the key principles of great customer service?</a></li><li><a href="#25 top customer service skills" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">25 top customer service skills</a></li><li><a href="#How to build and nurture customer service skills" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How to build and nurture customer service skills</a></li><li><a href="#Frequently asked questions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Frequently asked questions</a></li><li><a href="#Discover how to exceed your customer service goals" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Discover how to exceed your customer service goals</a></li></ul><h2 id="Why is customer service important?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Why is customer service important?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Whether you’re working in sales, support, delivery, or some other position on the frontlines, being personable and forging human connections is essential for success. <a href="/sg/blog/what-is-bad-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Bad customer service</a> will break a business, but strong connections can increase <a href="/sg/blog/customer-loyalty/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer loyalty</a> and help organizations scale.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Good customer service impacts business growth by:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li>Increasing <a href="/sg/blog/customer-retention/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer retention</a> and satisfaction</li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Creating lasting customer relationships</p></li><li>Encouraging <a href="/sg/blog/brand-advocacy/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">brand advocacy</a></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Boosting sales</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Genuine customer service agents and strong consumer relationships can help businesses identify and meet <a href="/sg/blog/customer-needs/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer needs</a>—the forces driving purchase decisions.</p><h2 id="What are the key principles of great customer service?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What are the key principles of great customer service?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To deliver <a href="/sg/blog/good-customer-service-defined/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">good customer service</a>, follow seven key service management principles:</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default"><li><strong>Friendliness:</strong> Customers expect support agents to be kind and warm.</li><li><strong>Empathy:</strong> Individuals want to be understood and experience genuine connection.</li><li><strong>Fairness:</strong> Consumers want to receive adequate compensation when product issues occur.</li><li><strong>Control:</strong> Customers want to access support on their chosen channel.</li><li><strong>Alternatives:</strong> If there are multiple solutions, people want the opportunity to make their own choices.</li><li><strong>Information:</strong> Individuals want answers to their questions promptly or, at the very least, assurance that someone is working on their problem.</li><li><strong>Time:</strong> People don’t want to wait for help, so businesses must offer several methods to access basic information.</li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">These key principles help agents provide stellar support to all customers.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Let your customer service skills shine"></span></p><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-4c913245-0 gNPEJq"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/womanreachingforforanapple.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Let your customer service skills shine</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Showcase your skills to future employers with these customizable resume templates.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><div class="sc-b4fd687b-9 fqoGvv"><a data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download now</a></div></div></div></div></div><h2 id="25 top customer service skills" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">25 top customer service skills</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses want to hire agents who arm themselves with customer service skills that properly support buyers and help set their organization apart from the rest.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If you’re a hiring manager, look for these skills for customer service when skimming resumes and searching for exceptional candidates. If you’re hunting for a new customer support position, follow along to learn more about the skills you develop to improve an organization’s <a href="/sg/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience (CX)</a>.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Empathy</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Empathy plays an essential role in <strong>building <a href="/sg/blog/customer-relations/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer relationships</a> and de-escalating high-tension situations</strong>. A customer service agent must have the emotional intelligence to empathize with upset customers, collaborate with them, and work to find a solution.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses that employ agents with strong conflict-resolution skills should allow reps to make exceptions to certain policies or decisions without extreme oversight. This can result in higher <a href="/sg/blog/customer-satisfaction-score/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer satisfaction scores</a> and stronger customer loyalty, both essential <a href="/sg/blog/important-customer-service-objectives/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service objectives</a>.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Collaboration</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Internal collaboration across teams is a vital skill for successful customer service reps. In remote and hybrid working environments, agents don’t always have the option to walk over to a teammate’s desk to ask questions or brainstorm ideas. Yet the need for <strong>collaboration between colleagues and departments</strong> hasn’t waned.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/service/analytics/customer-experience-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience software<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> that integrates with tools like <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/marketplace/apps/support/972305/slack/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Slack<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, agents can collaborate seamlessly. They can do this both inside and outside the organization, whether in the office or working from a beach in Hawaii.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Communication</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To <a href="/sg/blog/improve-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improve the customer experience</a>, agents should be capable of clear written and verbal communication. No matter who they’re speaking to or why, customer service agents need to have a firm understanding of:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Which communication channels are most appropriate for each situation</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Who to speak to for a fast and accurate response to their specific issue</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When to escalate a trouble ticket, and who will address the issue</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">How to be upfront with a customer and strike the right tone of voice</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Strong communication skills help agents effectively manage their workloads and connect with customers. Each touchpoint is an opportunity to create a positive experience and make customers happy.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Efficiency</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It’s common for customer support agents to get swamped with open tickets. However, when agents are efficient, they can <strong>complete more tasks quicker</strong>, which benefits both the employee and their employer.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Some major benefits of agent efficiency include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Saving money:</strong> By <a href="/sg/blog/improve-agent-productivity-better-cx/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improving agent productivity</a>, businesses can reduce operating costs, helping to save money and possibly afford raises and better benefits.</li><li><strong>Faster ticket resolutions:</strong> Seemingly insurmountable workloads can quickly become manageable when agents have strong multitasking skills.</li><li><strong>Lower <a href="/sg/blog/average-handle-time/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">average handle time (AHT)</a>:</strong> Agent knowledge, automation, and proactive support options help agents quickly handle customer service interactions.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Many organizations take advantage of automated software and AI to boost productivity. Customer service team leads are now expected to incorporate AI into team operations to increase team efficiency, encourage technology use, and systematize feedback.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, the <a href="/sg/service/agent-workspace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Agent Workspace</a> empowers agents to communicate with customers across channels in one unified app, improving resolution times and creating more organized customer service experiences.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Adaptability</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customers are everywhere now, including social media, SMS, email, and <a href="/sg/service/ai/live-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">live chat</a>. That means customer service agents must also be in those places. Adaptability allows agents to <strong>deftly switch between communication channels and messaging styles</strong> to provide an excellent customer experience.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Adaptable agents can also <strong>readily adjust to new market trends and changing customer needs</strong>, fostering <a href="/sg/blog/customer-oriented-support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer orientation</a>. As the customer service industry embraces emerging technologies, converts to remote and hybrid support options, and prioritizes <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/blog/omnichannel-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">omnichannel support<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, this skill is no longer optional but essential.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here is an example of how you might highlight adaptability within your resume.</p><img alt="A customer service resume shows adaptability with an intro that showcases experience." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/entrylevelcustomerservicerepresume.png" width="100%"/><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Speed</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Quick <a href="/sg/blog/customer-service-tips-better-support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service tip</a>: Most customers don’t want to wait for a response. To meet <a href="/sg/blog/customer-expectations-meet-rising-demands/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer expectations</a>, agents <strong>must adhere to the standard communication speed</strong>—whether it’s seconds, minutes, or hours—on every platform they’re using to provide service.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Speed can also relate to how quickly a new agent learns the skills and tools they need to succeed or how fast they can resolve support issues. Both are equally important for customer servic</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. Resiliency</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">High-performing customer service teams are resilient and don’t let critical <a href="/sg/blog/customer-feedback-hear-voice-customer/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer feedback</a> get the better of them. Resilient agents can <strong>take criticism and accept feedback gracefully</strong>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">However, this doesn’t mean your agents will like everything they hear. Unhappy customers are a part of the trade, but resilient agents can process and respond to frustrations quickly and effectively.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. Data centricity</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service agents should analyze <strong>data and gather actionable insights</strong> that help them enhance their performance and prioritize <a href="/sg/blog/intelligent-cx/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">intelligent CX</a>. These data insights should relate directly to agent and customer behaviors to improve work habits and customer knowledge. With an advanced CX tool, agents can use AI to effortlessly crawl customer data and gather relevant insights and takeaways.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, agents can use data to:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Understand customer communication preferences, purchasing behavior, and personality.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Identify repeat issues and resolve the customer’s problems faster.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Assess their own performance.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">See how they fit into the team as a whole.</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As consumers change, so will real-time data insights, allowing businesses to quickly respond to new preferences or trends.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. Relationship building</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A culture of <a href="/sg/blog/what-is-customer-focus/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer focus</a> supports agents in building and nurturing customer relationships. This requires interpersonal skills and emotional intelligence. Businesses must arm agents with the context to personalize conversations to build <a href="/sg/blog/customer-trust/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer trust</a> and rapport.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This method helps agents develop the people skills needed for customer relationships. A strong connection builds trust in a brand. This, in turn, increases the chances of more purchases or following an agent’s upsell suggestions.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. Intuition</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Intuition is one of many essential customer service representative skills required to better understand and help customers. Agents must be able to <strong>anticipate needs and pull relevant reference resources from a <a href="/sg/blog/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge base</a></strong> while speaking to customers.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A culture of customer focus and reflective listening is key. Customers don’t like repeating themselves, and they expect agents to have immediate insights and solutions when they reach out. Intuitive agents can sift through the details, identify needs, and work more efficiently.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">11. Tech proficiency</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/blog/generative-ai-guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Generative AI</a>, <a href="/sg/blog/ai-agents/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI agents</a>, and other intelligent technologies play crucial roles in customer service. Modern support agents must <strong>understand how to work with evolving tech tools</strong> like AI to be successful and provide more comprehensive support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="90 percent of early AI adopters believe that 80 percent of CX issues will be resolved without a human in the next few years." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/graphicandtextstatingnintypercentofearlyaiadoptersbelievethatcsissueswillberesolvedwithoutahuman.png" width="100%"/> </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Fear of change might make some wary of new tech. Yet CX leaders aren’t slowing down. In the <a target="_blank" rel="noopener noreferrer" href="https://cxtrends.zendesk.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Customer Experience Trends Report 2025<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, we found that 86 percent of CX leaders believe CX will be utterly transformed in the next three years thanks to AI. And 90 percent of early AI adopters and Trendsetters believe that 80 percent of customer service issues will be resolved without a human in the next few years. Tech proficiency is key to keeping up in this rapidly changing job landscape.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">12. Digital literacy</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Digital literacy requires technical and cognitive skills to <strong>find, access, and respond to online-based queries</strong>. It also requires agents to <strong>adhere to remote work best practices.</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Agents with digital literacy skills can effectively communicate with colleagues and customers and utilize agent workspaces, tools, and additional resources. It’s OK if agents are unfamiliar with a specific database or software, but they should have the cognitive ability to pick up evolving digital tools quickly and incorporate them into their workflow.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">13. Proactive mindset</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Great agents can <strong>anticipate customer needs based on the contextual information stored in files</strong> and address concerns before customers even ask. Since they’re often the first to hear about recurring problems, customer service agents need to proactively anticipate issues, research solutions, and recommend changes.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An employee’s proactive mindset and behavior are telltale signs of an agent’s customer support experience and level of engagement. With this skill, agents can successfully eliminate concerns and create a better CX.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">14. Problem-solving</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When businesses utilize tools like <a href="/sg/service/voice/ivr-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">IVR software</a> and AI agents to speed up processes, agents have more time to focus on and <strong>find solutions to complex issues</strong>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A talented customer service rep can use their problem-solving skills to:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Listen to any customer problem.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ask relevant follow-up questions to identify the problem.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Explain the pros and cons of various solutions to the customer.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Utilize available resources to find solutions to issues they’re unfamiliar with.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Identify who to speak with for additional information if they get stuck.</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Showcasing these problem-solving skills shows you’re a versatile hire who thinks quickly and accomplishes goals.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">15. Product knowledge</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customers expect agents to <strong>thoroughly understand the business’s products, services, and policies</strong> and be well-versed in their company’s industry. When reviewing <a href="/sg/blog/customer-service-resume/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service resumes</a>, hiring managers should look for candidates who have experience with software and tools, showing they can learn about products, technology, and the industry independently. Having handled complex products in the past can also show that a candidate is a good fit for the role.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here is an example of how you might highlight product knowledge within your resume.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="A customer service resume showcases product knowledge experience." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/midlevelcustomerserviceresume.png" width="100%"/> </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">16. Time management</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An agent’s <strong>ability to use their time effectively</strong> shouldn’t go unnoticed. While similar to efficiency and productivity, time management is an important customer service skill all on its own.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Aside from obvious benefits like lower stress levels, more manageable workloads, and faster ticket resolutions, strong time management skills also help agents meet <a href="/sg/blog/keeping-word-support-sla/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">service level agreements (SLAs)</a>.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">17. Patience</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Instead of rushing to close tickets or end chats, patient service representatives take the time to <strong>pause, think, and act in their customers’ best interests</strong>. They use active listening, detailed problem-solving, and compassionate thinking to <a href="/sg/blog/the-best-templates-for-dealing-with-angry-customers/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">deal with angry customers</a> while prioritizing CX.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Calmly meeting a customer’s questions, confusion, and frustration can be the difference between loyal and lost customers.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">18. Attentiveness</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Attentiveness is crucial for <strong>hearing and understanding your customer’s direct and indirect requests</strong>. Support reps can identify common areas of confusion and frustration by paying attention to customer experiences and closely listening to their feedback.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While your client may never say your software’s interface is confusing, they may tell you specific functions are difficult to locate. Attentive listeners recognize this feedback for what it is: an indirect request for user experience updates.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">19. Ambition</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ambitious agents are <strong>earnest, steadfast, and willing to go the extra mile</strong> to provide stellar customer service. Too much ambition can cause rifts in professional teams, but too little can lead to mediocre performance and poor customer service interactions.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tenacious representatives will go beyond the bounds of their job description to positively impact customer experiences. While cultivating this skill can be challenging, mastering it ensures that customer questions and issues are handled thoroughly and accurately.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">20. Open-mindedness</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Inquisitive and compassionate agents who use inclusive language are viewed as honest, trustworthy, and reliable, significantly impacting <a href="/sg/blog/3-steps-achieving-customer-satisfaction-loyalty/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer satisfaction</a> and loyalty. Service reps who <strong>ask questions, refrain from passing judgment, and consider multiple viewpoints</strong> before making decisions are irreplaceable.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Open-minded agents are willing to be challenged, stay humble about experience and expertise, and freely offer empathetic responses and solutions to all customer issues.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">21. Personalization</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Personalized <a href="/sg/blog/customer-communication/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer communication</a> can positively impact CX, and knowing who your customers are and what they want can transform good service into great service.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Successful <a href="/sg/blog/customer-service-management/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service management</a> prioritizes the creation of <a href="/sg/blog/create-data-rich-customer-profile/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer profiles</a> so all agents know a customer’s brand history, demographic details, and needs. Use these profiles to <strong>correctly spell or pronounce names, provide location-specific services, and tailor communication.</strong></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">22. Creativity </h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Offering customers <strong>innovative solutions to complex problems</strong> entices them to stay loyal and continue asking questions.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A creative and resourceful agent typically takes a classic service interaction from forgettable to memorable. Asking unique but relevant questions, referencing customer interests, presenting out-of-the-box solutions, or offering discounts can delight customers and improve interactions.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">23. Upselling and cross-selling</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As the first line of defense, support agents may intercept product requests or questions from interested customers. These agents must be able to <strong>influence, effectively reason with, and encourage action</strong> from interested parties without hesitation.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When an upselling or cross-selling opportunity arises, support agents can tap into their in-depth product knowledge and strong communication skills. With a keen understanding of their customers’ needs, service reps can make product- or service-specific suggestions based on best fit. Alternatively, they seamlessly transfer customers to a sales representative when necessary.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">24. Coachability</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Coachable customer service reps understand that advice and feedback can come from anyone, including peers or direct reports. They are willing to <strong>listen actively and implement feedback</strong> into their daily routines and <a href="/sg/blog/5-ways-customer-interaction-can-improve-business/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer interactions</a>. While coachability is a great skill, it doesn’t happen without an open line of communication, approachable management teams, and the willingness to learn.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">25. Flexibility</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While adaptable customer service representatives anticipate and plan for changes, flexible agents <strong>react to and accommodate customer needs immediately and situationally</strong>. Flexibility in a support environment is especially useful when there are immediate changes to service software, working environments, hybrid or remote communication methods, and company products or services.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here is an example of how you might highlight flexibility within your resume.</p><img alt="A customer service resume showcases the candidates flexibility." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/managementlevelcustomerserviceresume.png" width="100%"/><h2 id="How to build and nurture customer service skills" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to build and nurture customer service skills</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Whether you’re looking to help your agents sharpen their customer service skills or applying for a customer service job, you can do a few things to build and nurture the essential skills.</p><table class="sc-2a70aa94-0 bmdwwe"><tr><th>As an employer:</th><th>As an employee:</th><th>As a job-seeker:</th></tr><tr><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Host educational webinars and workshops</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Sponsor a certification or college course</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Create learning materials for teams</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Pair new employees with a mentor</p></li><li>Use <a href="/sg/blog/16-customer-satisfaction-survey-questions/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CSAT surveys</a> to identify areas of poor service</li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Offer product-specific training</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Train agents on your business’s customer service software</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Schedule ongoing performance reviews</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Continually coach new hires on best practices</p></li><li>Create <a href="/sg/blog/the-best-faq-page-examples-and-how-to-make-your-own/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FAQ pages</a> or an internal help center for employees to reference</li></ul></td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ask for and share feedback with your manager and team members</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Sign up for customer service training courses</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Attend customer service conferences and events</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Research your company’s product or service</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hold education sessions based on your research</p></li></ul></td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Sign up for skills certification courses</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Accept an internship</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Start with small or local customer service jobs to build your resume</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Request an informational interview with an expert</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Identify your strengths and skill gaps</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Teach yourself the skills you see listed on job listings</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Review additional customer service skills examples online</p></li></ul></td></tr></table><h2 id="Frequently asked questions" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Frequently asked questions</h2><div class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rf5aka76:--trigger:0" role="button" tabindex="0" aria-controls=":Rf5aka76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are some examples of customer service skills on a resume?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rf5aka76:--panel:0" aria-hidden="true" aria-labelledby=":Rf5aka76:--trigger:0" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Some good customer service skills to include on a resume include empathy, communication, adaptability, efficiency, relationship building, problem-solving, product knowledge, and digital literacy.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rf5aka76:--trigger:1" role="button" tabindex="0" aria-controls=":Rf5aka76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are the 3 most important qualities of customer service? </h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rf5aka76:--panel:1" aria-hidden="true" aria-labelledby=":Rf5aka76:--trigger:1" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The three most important qualities of customer service are often considered to be problem-solving, relationship-building, and product knowledge. Skills can differ according to industry, but they typically include a trio of relationship-, product-, and resolution-centric qualities.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rf5aka76:--trigger:2" role="button" tabindex="0" aria-controls=":Rf5aka76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What is an example of excellent customer service?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rf5aka76:--panel:2" aria-hidden="true" aria-labelledby=":Rf5aka76:--trigger:2" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An example of excellent customer service is when a business goes the extra mile to meet a customer’s needs or resolve a complex issue. A company can use personalized messages to contact customers, provide surprise discounts or refunds in response to poor interactions, or respond to customer feedback across various platforms.</p></div></section></div></div><h2 id="Discover how to exceed your customer service goals" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Discover how to exceed your customer service goals</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Organizations that invest in comprehensive <a href="/sg/blog/customer-service-training-important/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service training</a> and maintain high hiring standards recognize that superior customer service is not just a department—it’s a competitive advantage that drives business growth, customer loyalty, and long-term success. Great customer service skills can be a valuable asset for hiring managers and potential employees. From scaling customer support teams to landing the perfect role, every agent needs to develop customer service job skills.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By prioritizing these skills and continually working to enhance them, job seekers can set themselves apart in large candidate pools and advance their careers. And with the help of a complete customer service solution like <a href="/sg/service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Sell</a>, businesses can identify customer needs, build strong relationships, and provide exceptional support.</p></div></div></div></div></div></div></section></article></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" 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style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/womanreachingforforanapple.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Let your customer service skills shine</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Showcase your skills to future employers with these customizable resume templates.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><div class="sc-b4fd687b-9 fqoGvv"><a target="_blank" rel="noopener noreferrer" href="https://docs.google.com/presentation/d/1eD5ylQXzX6XSzgGY7N9OH4m-vTVjdOCDzVoIohFaon4/template/preview" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download now<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 iqteIG Gridstyle__Col-sc-1uhmtis-2 Basestyle__BaseColTextRoot-sc-3zktjg-2 hmvmFG eEwYbU" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Related stories</h2></div><div class="StyledCol-sc-inuw62-0 cmRjVg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 jnJjOX"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" 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Get started today with our template.</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></div></div></div><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 jnJjOX"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofawomaninawheelchairhighfivingahandcomingthroughalaptopscreen.png"/></noscript></span></span></div><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB sc-ca1478c-0 ddSPwE"><a href="/sg/blog/tags/article/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 hPvZoB" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="16" viewBox="0 0 18 16" fill="currentColor"><path d="M16.163.192c-3.424-.655-6.384.539-7.497 1.093C7.554.732 4.592-.449 1.169.192.49.308-.001.921-.001 1.62v11.802c0 .422.188.831.505 1.107s.737.393 1.141.32c3.005-.481 5.648.655 6.384 1.005.202.102.419.146.621.146s.434-.043.621-.146c.736-.364 3.395-1.501 6.384-1.005.404.073.823-.059 1.141-.32.346-.277.535-.685.535-1.122V1.605c0-.685-.491-1.296-1.17-1.413zM3.655 3.47c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.93.93 0 0 1-.881.627.8.8 0 0 1-.26-.043 10.4 10.4 0 0 0-2.788-.481.916.916 0 0 1-.866-.947c.029-.495.462-.904.954-.86zm0 2.913c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.93.93 0 0 1-.881.627.8.8 0 0 1-.26-.043 10.5 10.5 0 0 0-2.788-.481.916.916 0 0 1-.866-.947.927.927 0 0 1 .954-.859zm3.827 4.605a.91.91 0 0 1-.867.655.8.8 0 0 1-.26-.043 10.5 10.5 0 0 0-2.788-.481c-.491-.014-.881-.437-.866-.947s.448-.918.939-.874c1.069.043 2.152.233 3.236.568.491.131.751.641.607 1.122zm6.399.116c-.91.043-1.849.204-2.788.495a.893.893 0 0 1-1.127-.598.925.925 0 0 1 .607-1.151 12.7 12.7 0 0 1 3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947m0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947"></path></svg>Article</span></a><br/>  2 min read</h2><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/sg/blog/customer-service-scorecard/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer service scorecard: How to build one + free template</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A customer service scorecard can help you improve your support team’s performance and reduce customer churn. Learn how to create one and what to include.</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/sg/blog/tags/customer-retention/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 culUHm" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Tagstyle__TagText-sc-1uuac66-0 kjAPec">Customer retention</span></a></div></div></div></div></div></div></section><div aria-hidden="true" data-nmw-id="global.FloatingPromo" class="sc-61d66886-0 bKppPm"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="floating" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-61d66886-1 gZnRew"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span 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It\u0026#8217;s the art of supporting, guiding, and delighting customers across multiple touchpoints—whether in person, by phone, email, live chat, or social media.\u003c/p\u003e\n\u003cp\u003eStrong customer service goes beyond just responding to inquiries. Teams document customer interactions, maintain \u003ca href=\"/blog/self-service-support-companies-need-right/\"\u003eself-service support\u003c/a\u003e, and proactively enhance the customer experience through empathetic communication, cross-departmental collaboration, and consistent service quality across all channels.\u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cp\u003eWhile the customer journey and digital marketplace experience massive transformation, one fact remains firm: exceptional customer service skills are irreplaceable. As digital and physical shopping experiences expand, customer expectations for outstanding \u003ca href=\"/blog/customer-service-skills/\"\u003ecustomer service\u003c/a\u003e continue to soar.\u003c/p\u003e\n\u003cp\u003eThe success of a \u003ca href=\"/blog/build-customer-experience-strategy/\"\u003ecustomer experience (CX) strategy\u003c/a\u003e depends on digital literacy and tech proficiency just as much as empathy and problem-solving skills. Whether you’re a support agent seeking a new role or a hiring manager searching for qualified customer service representatives, our guide will help you identify what customer service job skills are crucial to business success.\u003c/p\u003e\n\u003cp\u003eJob seekers can also \u003ca href=\"#Let your customer service skills shine\"\u003e\u003cstrong\u003edownload our resume templates\u003c/strong\u003e\u003c/a\u003e to increase their chances of landing their next customer service position.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMore in this guide:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"#Why is customer service important?\"\u003eWhy is customer service important?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#What are the key principles of great customer service?\"\u003eWhat are the key principles of great customer service?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#25 top customer service skills\"\u003e25 top customer service skills\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#How to build and nurture customer service skills\"\u003eHow to build and nurture customer service skills\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Frequently asked questions\"\u003eFrequently asked questions\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Discover how to exceed your customer service goals\"\u003eDiscover how to exceed your customer service goals\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"Why is customer service important?\"\u003eWhy is customer service important?\u003c/h2\u003e\n\u003cp\u003eWhether you’re working in sales, support, delivery, or some other position on the frontlines, being personable and forging human connections is essential for success. \u003ca href=\"/blog/what-is-bad-customer-service/\"\u003eBad customer service\u003c/a\u003e will break a business, but strong connections can increase \u003ca href=\"/blog/customer-loyalty/\"\u003ecustomer loyalty\u003c/a\u003e and help organizations scale.\u003c/p\u003e\n\u003cp\u003eGood customer service impacts business growth by:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eIncreasing \u003ca href=\"/blog/customer-retention/\"\u003ecustomer retention\u003c/a\u003e and satisfaction\u003c/li\u003e\n\u003cli\u003eCreating lasting customer relationships\u003c/li\u003e\n\u003cli\u003eEncouraging \u003ca href=\"/blog/brand-advocacy/\"\u003ebrand advocacy\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eBoosting sales\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eGenuine customer service agents and strong consumer relationships can help businesses identify and meet \u003ca href=\"/blog/customer-needs/\"\u003ecustomer needs\u003c/a\u003e—the forces driving purchase decisions.\u003c/p\u003e\n\u003ch2 id=\"What are the key principles of great customer service?\"\u003eWhat are the key principles of great customer service?\u003c/h2\u003e\n\u003cp\u003eTo deliver \u003ca href=\"/blog/good-customer-service-defined/\"\u003egood customer service\u003c/a\u003e, follow seven key service management principles:\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003e\u003cstrong\u003eFriendliness:\u003c/strong\u003e Customers expect support agents to be kind and warm.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eEmpathy:\u003c/strong\u003e Individuals want to be understood and experience genuine connection.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eFairness:\u003c/strong\u003e Consumers want to receive adequate compensation when product issues occur.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eControl:\u003c/strong\u003e Customers want to access support on their chosen channel.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAlternatives:\u003c/strong\u003e If there are multiple solutions, people want the opportunity to make their own choices.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eInformation:\u003c/strong\u003e Individuals want answers to their questions promptly or, at the very least, assurance that someone is working on their problem.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTime:\u003c/strong\u003e People don’t want to wait for help, so businesses must offer several methods to access basic information.\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eThese key principles help agents provide stellar support to all customers.\u003c/p\u003e\n\u003cp\u003e\u003cspan id=\"Let your customer service skills shine\"\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cdiv class=\"shortcode-gated-cta-in-post\"\u003e{\"heading\":\"Let your customer service skills shine\",\"body\":\"Showcase your skills to future employers with these customizable resume templates.\",\"link\":{\"href\":\"https://docs.google.com/presentation/d/1eD5ylQXzX6XSzgGY7N9OH4m-vTVjdOCDzVoIohFaon4/template/preview\",\"size\":\"small\",\"children\":\"Download now\"},\"image\":{\"src\":\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/womanreachingforforanapple.png\"}}\u003c/div\u003e\u003c/p\u003e\n\u003ch2 id=\"25 top customer service skills\"\u003e25 top customer service skills\u003c/h2\u003e\n\u003cp\u003eBusinesses want to hire agents who arm themselves with customer service skills that properly support buyers and help set their organization apart from the rest.\u003c/p\u003e\n\u003cp\u003eIf you’re a hiring manager, look for these skills for customer service when skimming resumes and searching for exceptional candidates. If you’re hunting for a new customer support position, follow along to learn more about the skills you develop to improve an organization’s \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\"\u003ecustomer experience (CX)\u003c/a\u003e.\u003c/p\u003e\n\u003ch3\u003e1. Empathy\u003c/h3\u003e\n\u003cp\u003eEmpathy plays an essential role in \u003cstrong\u003ebuilding \u003ca href=\"/blog/customer-relations/\"\u003ecustomer relationships\u003c/a\u003e and de-escalating high-tension situations\u003c/strong\u003e. A customer service agent must have the emotional intelligence to empathize with upset customers, collaborate with them, and work to find a solution.\u003c/p\u003e\n\u003cp\u003eBusinesses that employ agents with strong conflict-resolution skills should allow reps to make exceptions to certain policies or decisions without extreme oversight. This can result in higher \u003ca href=\"/blog/customer-satisfaction-score/\"\u003ecustomer satisfaction scores\u003c/a\u003e and stronger customer loyalty, both essential \u003ca href=\"/blog/important-customer-service-objectives/\"\u003ecustomer service objectives\u003c/a\u003e.\u003c/p\u003e\n\u003ch3\u003e2. Collaboration\u003c/h3\u003e\n\u003cp\u003eInternal collaboration across teams is a vital skill for successful customer service reps. In remote and hybrid working environments, agents don’t always have the option to walk over to a teammate’s desk to ask questions or brainstorm ideas. Yet the need for \u003cstrong\u003ecollaboration between colleagues and departments\u003c/strong\u003e hasn’t waned.\u003c/p\u003e\n\u003cp\u003eWith \u003ca href=\"https://www.zendesk.com/service/analytics/customer-experience-software/\"\u003ecustomer experience software\u003c/a\u003e that integrates with tools like \u003ca href=\"https://www.zendesk.com/marketplace/apps/support/972305/slack/\"\u003eSlack\u003c/a\u003e, agents can collaborate seamlessly. They can do this both inside and outside the organization, whether in the office or working from a beach in Hawaii.\u003c/p\u003e\n\u003ch3\u003e3. Communication\u003c/h3\u003e\n\u003cp\u003eTo \u003ca href=\"/blog/improve-customer-experience/\"\u003eimprove the customer experience\u003c/a\u003e, agents should be capable of clear written and verbal communication. No matter who they’re speaking to or why, customer service agents need to have a firm understanding of:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhich communication channels are most appropriate for each situation\u003c/li\u003e\n\u003cli\u003eWho to speak to for a fast and accurate response to their specific issue\u003c/li\u003e\n\u003cli\u003eWhen to escalate a trouble ticket, and who will address the issue\u003c/li\u003e\n\u003cli\u003eHow to be upfront with a customer and strike the right tone of voice\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eStrong communication skills help agents effectively manage their workloads and connect with customers. Each touchpoint is an opportunity to create a positive experience and make customers happy.\u003c/p\u003e\n\u003ch3\u003e4. Efficiency\u003c/h3\u003e\n\u003cp\u003eIt’s common for customer support agents to get swamped with open tickets. However, when agents are efficient, they can \u003cstrong\u003ecomplete more tasks quicker\u003c/strong\u003e, which benefits both the employee and their employer.\u003c/p\u003e\n\u003cp\u003eSome major benefits of agent efficiency include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eSaving money:\u003c/strong\u003e By \u003ca href=\"/blog/improve-agent-productivity-better-cx/\"\u003eimproving agent productivity\u003c/a\u003e, businesses can reduce operating costs, helping to save money and possibly afford raises and better benefits.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eFaster ticket resolutions:\u003c/strong\u003e Seemingly insurmountable workloads can quickly become manageable when agents have strong multitasking skills.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eLower \u003ca href=\"/blog/average-handle-time/\"\u003eaverage handle time (AHT)\u003c/a\u003e:\u003c/strong\u003e Agent knowledge, automation, and proactive support options help agents quickly handle customer service interactions.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eMany organizations take advantage of automated software and AI to boost productivity. Customer service team leads are now expected to incorporate AI into team operations to increase team efficiency, encourage technology use, and systematize feedback.\u003c/p\u003e\n\u003cp\u003eFor example, the \u003ca href=\"/service/agent-workspace/\"\u003eZendesk Agent Workspace\u003c/a\u003e empowers agents to communicate with customers across channels in one unified app, improving resolution times and creating more organized customer service experiences.\u003c/p\u003e\n\u003ch3\u003e5. Adaptability\u003c/h3\u003e\n\u003cp\u003eCustomers are everywhere now, including social media, SMS, email, and \u003ca href=\"/service/ai/live-chat/\"\u003elive chat\u003c/a\u003e. That means customer service agents must also be in those places. Adaptability allows agents to \u003cstrong\u003edeftly switch between communication channels and messaging styles\u003c/strong\u003e to provide an excellent customer experience.\u003c/p\u003e\n\u003cp\u003eAdaptable agents can also \u003cstrong\u003ereadily adjust to new market trends and changing customer needs\u003c/strong\u003e, fostering \u003ca href=\"/blog/customer-oriented-support/\"\u003ecustomer orientation\u003c/a\u003e. As the customer service industry embraces emerging technologies, converts to remote and hybrid support options, and prioritizes \u003ca href=\"https://www.zendesk.com/blog/omnichannel-experience/\"\u003eomnichannel support\u003c/a\u003e, this skill is no longer optional but essential.\u003c/p\u003e\n\u003cp\u003eHere is an example of how you might highlight adaptability within your resume.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"A customer service resume shows adaptability with an intro that showcases experience.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/entrylevelcustomerservicerepresume.png\" width=100% height=100% /\u003e\u003c/p\u003e\n\u003ch3\u003e6. Speed\u003c/h3\u003e\n\u003cp\u003eQuick \u003ca href=\"/blog/customer-service-tips-better-support/\"\u003ecustomer service tip\u003c/a\u003e: Most customers don’t want to wait for a response. To meet \u003ca href=\"/blog/customer-expectations-meet-rising-demands/\"\u003ecustomer expectations\u003c/a\u003e, agents \u003cstrong\u003emust adhere to the standard communication speed\u003c/strong\u003e—whether it’s seconds, minutes, or hours—on every platform they’re using to provide service.\u003c/p\u003e\n\u003cp\u003eSpeed can also relate to how quickly a new agent learns the skills and tools they need to succeed or how fast they can resolve support issues. Both are equally important for customer servic\u003c/p\u003e\n\u003ch3\u003e7. Resiliency\u003c/h3\u003e\n\u003cp\u003eHigh-performing customer service teams are resilient and don’t let critical \u003ca href=\"/blog/customer-feedback-hear-voice-customer/\"\u003ecustomer feedback\u003c/a\u003e get the better of them. Resilient agents can \u003cstrong\u003etake criticism and accept feedback gracefully\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eHowever, this doesn’t mean your agents will like everything they hear. Unhappy customers are a part of the trade, but resilient agents can process and respond to frustrations quickly and effectively.\u003c/p\u003e\n\u003ch3\u003e8. Data centricity\u003c/h3\u003e\n\u003cp\u003eCustomer service agents should analyze \u003cstrong\u003edata and gather actionable insights\u003c/strong\u003e that help them enhance their performance and prioritize \u003ca href=\"/blog/intelligent-cx/\"\u003eintelligent CX\u003c/a\u003e. These data insights should relate directly to agent and customer behaviors to improve work habits and customer knowledge. With an advanced CX tool, agents can use AI to effortlessly crawl customer data and gather relevant insights and takeaways.\u003c/p\u003e\n\u003cp\u003eFor example, agents can use data to:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand customer communication preferences, purchasing behavior, and personality.\u003c/li\u003e\n\u003cli\u003eIdentify repeat issues and resolve the customer’s problems faster.\u003c/li\u003e\n\u003cli\u003eAssess their own performance.\u003c/li\u003e\n\u003cli\u003eSee how they fit into the team as a whole.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eAs consumers change, so will real-time data insights, allowing businesses to quickly respond to new preferences or trends.\u003c/p\u003e\n\u003ch3\u003e9. Relationship building\u003c/h3\u003e\n\u003cp\u003eA culture of \u003ca href=\"/blog/what-is-customer-focus/\"\u003ecustomer focus\u003c/a\u003e supports agents in building and nurturing customer relationships. This requires interpersonal skills and emotional intelligence. Businesses must arm agents with the context to personalize conversations to build \u003ca href=\"/blog/customer-trust/\"\u003ecustomer trust\u003c/a\u003e and rapport.\u003c/p\u003e\n\u003cp\u003eThis method helps agents develop the people skills needed for customer relationships. A strong connection builds trust in a brand. This, in turn, increases the chances of more purchases or following an agent’s upsell suggestions.\u003c/p\u003e\n\u003ch3\u003e10. Intuition\u003c/h3\u003e\n\u003cp\u003eIntuition is one of many essential customer service representative skills required to better understand and help customers. Agents must be able to \u003cstrong\u003eanticipate needs and pull relevant reference resources from a \u003ca href=\"/blog/knowledge-base/\"\u003eknowledge base\u003c/a\u003e\u003c/strong\u003e while speaking to customers.\u003c/p\u003e\n\u003cp\u003eA culture of customer focus and reflective listening is key. Customers don’t like repeating themselves, and they expect agents to have immediate insights and solutions when they reach out. Intuitive agents can sift through the details, identify needs, and work more efficiently.\u003c/p\u003e\n\u003ch3\u003e11. Tech proficiency\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/blog/generative-ai-guide/\"\u003eGenerative AI\u003c/a\u003e, \u003ca href=\"/blog/ai-agents/\"\u003eAI agents\u003c/a\u003e, and other intelligent technologies play crucial roles in customer service. Modern support agents must \u003cstrong\u003eunderstand how to work with evolving tech tools\u003c/strong\u003e like AI to be successful and provide more comprehensive support.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"90 percent of early AI adopters believe that 80 percent of CX issues will be resolved without a human in the next few years.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/graphicandtextstatingnintypercentofearlyaiadoptersbelievethatcsissueswillberesolvedwithoutahuman.png\" width=100% height=100% /\u003e \u003c/p\u003e\n\u003cp\u003eFear of change might make some wary of new tech. Yet CX leaders aren\u0026#8217;t slowing down. In the \u003ca href=\"https://cxtrends.zendesk.com/\"\u003eZendesk Customer Experience Trends Report 2025\u003c/a\u003e, we found that 86 percent of CX leaders believe CX will be utterly transformed in the next three years thanks to AI. And 90 percent of early AI adopters and Trendsetters believe that 80 percent of customer service issues will be resolved without a human in the next few years. Tech proficiency is key to keeping up in this rapidly changing job landscape.\u003c/p\u003e\n\u003ch3\u003e12. Digital literacy\u003c/h3\u003e\n\u003cp\u003eDigital literacy requires technical and cognitive skills to \u003cstrong\u003efind, access, and respond to online-based queries\u003c/strong\u003e. It also requires agents to \u003cstrong\u003eadhere to remote work best practices.\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eAgents with digital literacy skills can effectively communicate with colleagues and customers and utilize agent workspaces, tools, and additional resources. It’s OK if agents are unfamiliar with a specific database or software, but they should have the cognitive ability to pick up evolving digital tools quickly and incorporate them into their workflow.\u003c/p\u003e\n\u003ch3\u003e13. Proactive mindset\u003c/h3\u003e\n\u003cp\u003eGreat agents can \u003cstrong\u003eanticipate customer needs based on the contextual information stored in files\u003c/strong\u003e and address concerns before customers even ask. Since they’re often the first to hear about recurring problems, customer service agents need to proactively anticipate issues, research solutions, and recommend changes.\u003c/p\u003e\n\u003cp\u003eAn employee’s proactive mindset and behavior are telltale signs of an agent’s customer support experience and level of engagement. With this skill, agents can successfully eliminate concerns and create a better CX.\u003c/p\u003e\n\u003ch3\u003e14. Problem-solving\u003c/h3\u003e\n\u003cp\u003eWhen businesses utilize tools like \u003ca href=\"/service/voice/ivr-software/\"\u003eIVR software\u003c/a\u003e and AI agents to speed up processes, agents have more time to focus on and \u003cstrong\u003efind solutions to complex issues\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eA talented customer service rep can use their problem-solving skills to:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eListen to any customer problem.\u003c/li\u003e\n\u003cli\u003eAsk relevant follow-up questions to identify the problem.\u003c/li\u003e\n\u003cli\u003eExplain the pros and cons of various solutions to the customer.\u003c/li\u003e\n\u003cli\u003eUtilize available resources to find solutions to issues they’re unfamiliar with.\u003c/li\u003e\n\u003cli\u003eIdentify who to speak with for additional information if they get stuck.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eShowcasing these problem-solving skills shows you’re a versatile hire who thinks quickly and accomplishes goals.\u003c/p\u003e\n\u003ch3\u003e15. Product knowledge\u003c/h3\u003e\n\u003cp\u003eCustomers expect agents to \u003cstrong\u003ethoroughly understand the business’s products, services, and policies\u003c/strong\u003e and be well-versed in their company’s industry. When reviewing \u003ca href=\"/blog/customer-service-resume/\"\u003ecustomer service resumes\u003c/a\u003e, hiring managers should look for candidates who have experience with software and tools, showing they can learn about products, technology, and the industry independently. Having handled complex products in the past can also show that a candidate is a good fit for the role.\u003c/p\u003e\n\u003cp\u003eHere is an example of how you might highlight product knowledge within your resume.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"A customer service resume showcases product knowledge experience.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/midlevelcustomerserviceresume.png\" width=100% height=100% /\u003e \u003c/p\u003e\n\u003ch3\u003e16. Time management\u003c/h3\u003e\n\u003cp\u003eAn agent’s \u003cstrong\u003eability to use their time effectively\u003c/strong\u003e shouldn’t go unnoticed. While similar to efficiency and productivity, time management is an important customer service skill all on its own.\u003c/p\u003e\n\u003cp\u003eAside from obvious benefits like lower stress levels, more manageable workloads, and faster ticket resolutions, strong time management skills also help agents meet \u003ca href=\"/blog/keeping-word-support-sla/\"\u003eservice level agreements (SLAs)\u003c/a\u003e.\u003c/p\u003e\n\u003ch3\u003e17. Patience\u003c/h3\u003e\n\u003cp\u003eInstead of rushing to close tickets or end chats, patient service representatives take the time to \u003cstrong\u003epause, think, and act in their customers’ best interests\u003c/strong\u003e. They use active listening, detailed problem-solving, and compassionate thinking to \u003ca href=\"/blog/the-best-templates-for-dealing-with-angry-customers/\"\u003edeal with angry customers\u003c/a\u003e while prioritizing CX.\u003c/p\u003e\n\u003cp\u003eCalmly meeting a customer’s questions, confusion, and frustration can be the difference between loyal and lost customers.\u003c/p\u003e\n\u003ch3\u003e18. Attentiveness\u003c/h3\u003e\n\u003cp\u003eAttentiveness is crucial for \u003cstrong\u003ehearing and understanding your customer’s direct and indirect requests\u003c/strong\u003e. Support reps can identify common areas of confusion and frustration by paying attention to customer experiences and closely listening to their feedback.\u003c/p\u003e\n\u003cp\u003eWhile your client may never say your software’s interface is confusing, they may tell you specific functions are difficult to locate. Attentive listeners recognize this feedback for what it is: an indirect request for user experience updates.\u003c/p\u003e\n\u003ch3\u003e19. Ambition\u003c/h3\u003e\n\u003cp\u003eAmbitious agents are \u003cstrong\u003eearnest, steadfast, and willing to go the extra mile\u003c/strong\u003e to provide stellar customer service. Too much ambition can cause rifts in professional teams, but too little can lead to mediocre performance and poor customer service interactions.\u003c/p\u003e\n\u003cp\u003eTenacious representatives will go beyond the bounds of their job description to positively impact customer experiences. While cultivating this skill can be challenging, mastering it ensures that customer questions and issues are handled thoroughly and accurately.\u003c/p\u003e\n\u003ch3\u003e20. Open-mindedness\u003c/h3\u003e\n\u003cp\u003eInquisitive and compassionate agents who use inclusive language are viewed as honest, trustworthy, and reliable, significantly impacting \u003ca href=\"/blog/3-steps-achieving-customer-satisfaction-loyalty/\"\u003ecustomer satisfaction\u003c/a\u003e and loyalty. Service reps who \u003cstrong\u003eask questions, refrain from passing judgment, and consider multiple viewpoints\u003c/strong\u003e before making decisions are irreplaceable.\u003c/p\u003e\n\u003cp\u003eOpen-minded agents are willing to be challenged, stay humble about experience and expertise, and freely offer empathetic responses and solutions to all customer issues.\u003c/p\u003e\n\u003ch3\u003e21. Personalization\u003c/h3\u003e\n\u003cp\u003ePersonalized \u003ca href=\"/blog/customer-communication/\"\u003ecustomer communication\u003c/a\u003e can positively impact CX, and knowing who your customers are and what they want can transform good service into great service.\u003c/p\u003e\n\u003cp\u003eSuccessful \u003ca href=\"/blog/customer-service-management/\"\u003ecustomer service management\u003c/a\u003e prioritizes the creation of \u003ca href=\"/blog/create-data-rich-customer-profile/\"\u003ecustomer profiles\u003c/a\u003e so all agents know a customer’s brand history, demographic details, and needs. Use these profiles to \u003cstrong\u003ecorrectly spell or pronounce names, provide location-specific services, and tailor communication.\u003c/strong\u003e\u003c/p\u003e\n\u003ch3\u003e22. Creativity \u003c/h3\u003e\n\u003cp\u003eOffering customers \u003cstrong\u003einnovative solutions to complex problems\u003c/strong\u003e entices them to stay loyal and continue asking questions.\u003c/p\u003e\n\u003cp\u003eA creative and resourceful agent typically takes a classic service interaction from forgettable to memorable. Asking unique but relevant questions, referencing customer interests, presenting out-of-the-box solutions, or offering discounts can delight customers and improve interactions.\u003c/p\u003e\n\u003ch3\u003e23. Upselling and cross-selling\u003c/h3\u003e\n\u003cp\u003eAs the first line of defense, support agents may intercept product requests or questions from interested customers. These agents must be able to \u003cstrong\u003einfluence, effectively reason with, and encourage action\u003c/strong\u003e from interested parties without hesitation.\u003c/p\u003e\n\u003cp\u003eWhen an upselling or cross-selling opportunity arises, support agents can tap into their in-depth product knowledge and strong communication skills. With a keen understanding of their customers’ needs, service reps can make product- or service-specific suggestions based on best fit. Alternatively, they seamlessly transfer customers to a sales representative when necessary.\u003c/p\u003e\n\u003ch3\u003e24. Coachability\u003c/h3\u003e\n\u003cp\u003eCoachable customer service reps understand that advice and feedback can come from anyone, including peers or direct reports. They are willing to \u003cstrong\u003elisten actively and implement feedback\u003c/strong\u003e into their daily routines and \u003ca href=\"/blog/5-ways-customer-interaction-can-improve-business/\"\u003ecustomer interactions\u003c/a\u003e. While coachability is a great skill, it doesn’t happen without an open line of communication, approachable management teams, and the willingness to learn.\u003c/p\u003e\n\u003ch3\u003e25. Flexibility\u003c/h3\u003e\n\u003cp\u003eWhile adaptable customer service representatives anticipate and plan for changes, flexible agents \u003cstrong\u003ereact to and accommodate customer needs immediately and situationally\u003c/strong\u003e. Flexibility in a support environment is especially useful when there are immediate changes to service software, working environments, hybrid or remote communication methods, and company products or services.\u003c/p\u003e\n\u003cp\u003eHere is an example of how you might highlight flexibility within your resume.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"A customer service resume showcases the candidates flexibility.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/managementlevelcustomerserviceresume.png\" width=100% height=100% /\u003e\u003c/p\u003e\n\u003ch2 id=\"How to build and nurture customer service skills\"\u003eHow to build and nurture customer service skills\u003c/h2\u003e\n\u003cp\u003eWhether you’re looking to help your agents sharpen their customer service skills or applying for a customer service job, you can do a few things to build and nurture the essential skills.\u003c/p\u003e\n\u003ctable\u003e\n\u003ctr\u003e\n\u003cth\u003eAs an employer:\u003c/th\u003e\n\u003cth\u003eAs an employee:\u003c/th\u003e\n\u003cth\u003eAs a job-seeker:\u003c/th\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\n\u003cul\u003e\n\u003cli\u003eHost educational webinars and workshops\u003c/li\u003e\n\u003cli\u003eSponsor a certification or college course\u003c/li\u003e\n\u003cli\u003eCreate learning materials for teams\u003c/li\u003e\n\u003cli\u003ePair new employees with a mentor\u003c/li\u003e\n\u003cli\u003eUse \u003ca href=\"/blog/16-customer-satisfaction-survey-questions/\"\u003eCSAT surveys\u003c/a\u003e to identify areas of poor service\u003c/li\u003e\n\u003cli\u003eOffer product-specific training\u003c/li\u003e\n\u003cli\u003eTrain agents on your business’s customer service software\u003c/li\u003e\n\u003cli\u003eSchedule ongoing performance reviews\u003c/li\u003e\n\u003cli\u003eContinually coach new hires on best practices\u003c/li\u003e\n\u003cli\u003eCreate \u003ca href=\"/blog/the-best-faq-page-examples-and-how-to-make-your-own/\"\u003eFAQ pages\u003c/a\u003e or an internal help center for employees to reference\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/td\u003e\n\u003ctd\u003e\n\u003cul\u003e\n\u003cli\u003eAsk for and share feedback with your manager and team members\u003c/li\u003e\n\u003cli\u003eSign up for customer service training courses\u003c/li\u003e\n\u003cli\u003eAttend customer service conferences and events\u003c/li\u003e\n\u003cli\u003eResearch your company’s product or service\u003c/li\u003e\n\u003cli\u003eHold education sessions based on your research\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/td\u003e\n\u003ctd\u003e\n\u003cul\u003e\n\u003cli\u003eSign up for skills certification courses\u003c/li\u003e\n\u003cli\u003eAccept an internship\u003c/li\u003e\n\u003cli\u003eStart with small or local customer service jobs to build your resume\u003c/li\u003e\n\u003cli\u003eRequest an informational interview with an expert\u003c/li\u003e\n\u003cli\u003eIdentify your strengths and skill gaps\u003c/li\u003e\n\u003cli\u003eTeach yourself the skills you see listed on job listings\u003c/li\u003e\n\u003cli\u003eReview additional customer service skills examples online\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/table\u003e\n\u003ch2 id=\"Frequently asked questions\"\u003eFrequently asked questions\u003c/h2\u003e\n\u003cdiv class=\"accordion js-accordion\"\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat are some examples of customer service skills on a resume?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eSome good customer service skills to include on a resume include empathy, communication, adaptability, efficiency, relationship building, problem-solving, product knowledge, and digital literacy.\u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat are the 3 most important qualities of customer service? \u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThe three most important qualities of customer service are often considered to be problem-solving, relationship-building, and product knowledge. Skills can differ according to industry, but they typically include a trio of relationship-, product-, and resolution-centric qualities.\u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat is an example of excellent customer service?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eAn example of excellent customer service is when a business goes the extra mile to meet a customer’s needs or resolve a complex issue. A company can use personalized messages to contact customers, provide surprise discounts or refunds in response to poor interactions, or respond to customer feedback across various platforms.\u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003c/div\u003e\n\u003ch2 id=\"Discover how to exceed your customer service goals\"\u003eDiscover how to exceed your customer service goals\u003c/h2\u003e\n\u003cp\u003eOrganizations that invest in comprehensive \u003ca href=\"/blog/customer-service-training-important/\"\u003ecustomer service training\u003c/a\u003e and maintain high hiring standards recognize that superior customer service is not just a department—it\u0026#8217;s a competitive advantage that drives business growth, customer loyalty, and long-term success. Great customer service skills can be a valuable asset for hiring managers and potential employees. From scaling customer support teams to landing the perfect role, every agent needs to develop customer service job skills.\u003c/p\u003e\n\u003cp\u003eBy prioritizing these skills and continually working to enhance them, job seekers can set themselves apart in large candidate pools and advance their careers. And with the help of a complete customer service solution like \u003ca href=\"/service/\"\u003eZendesk Sell\u003c/a\u003e, businesses can identify customer needs, build strong relationships, and provide exceptional support.\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":"Let your customer service skills shine","body":"Showcase your skills to future employers with these customizable resume templates.","link":{"href":"https://docs.google.com/presentation/d/1eD5ylQXzX6XSzgGY7N9OH4m-vTVjdOCDzVoIohFaon4/template/preview","size":"small","children":"Download now"},"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/womanreachingforforanapple.png"}},"hasStickySidebar":true,"layout":"spoke","gatedLinkAndModal":{"href":"https://docs.google.com/presentation/d/1eD5ylQXzX6XSzgGY7N9OH4m-vTVjdOCDzVoIohFaon4/template/preview","text":"Download 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resume.","image":{"url":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofamanworkingonalaptop.png","alt":"An illustration of a man sitting at a laptop wearing a customer service headset and a purple sweater.","shape":"square","caption":""},"hasStickySidebar":true,"twoColumn":false,"video":{"url":"","caption":""}},"APACFooterPromo":null,"APACFloatingPromo":{"image":{"src":"https://d3m889aznlr23d.cloudfront.net/img/events/id/458/458904993/assets/4828aa0c7c1c08c51c1c154dfb46628e.Illustration_Spot_Laptop_Cream_2048x2048.png","alt":""},"shape":"","link":"https://www.zendesk.com/au/lp/zendesk-in-action-hub","linkText":"Watch on-demand","text":"Join us to learn the best practices and proven strategies needed to create a better service experience for both your customers and your team, and better understand how emerging tech like AI can be implemented today to level up your service delivery.","title":"Zendesk in Action - 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