How To Learn Customer Service Skills

Whether you’re working in a customer-facing role, managing a team in a contact center or looking to improve customer experience on a company-wide levelhaving great customer service skills is crucial in ensuring you are at the top of your game.

Here’s how you can do that;

Practice active listening

Behind every customer, a service call is a real human who has a question or concern that needs to be answered. The person needs to feel understood, heard and served. Active listening is a key skillset you can develop by practicing daily with your co-workers and family. First, you should approach each conversation to learn something and focus on the speaker. After the customer is finished speaking, ask clarifying questions to make sure you understand what they’re actually saying. Finally, finish the conversation with a quick summary to ensure everyone is on the same page.

By practicing active listening, you’re not only going to possess the ability to become a truly exceptional customer service agent, but you’ll also improve your relationships outside of the office.

Learn to empathize with your customers

Empathy is the ability to understand how the customer is feeling and where they’re coming from. While some people seem like they’re born with this trait, it’s a skill that can be acquired. When listening to the customer, try to see the problem through his eyes and imagine how it makes him feel. This is an important customer service skill because the customer will be more receptive if they feel understood by you. It can also de-escalate a conflict and create a more enjoyable interaction with your company.

Get professional training

This one of the fastest and easiest ways of learning customer service skills. A professional customer service course will help you gain new knowledge and skills and also be able to identify gaps in your career. It will also make you stand out when searching for better opportunities.

Use positive language

When attending to customers’ problems, using positive language takes the stress away from the situation. Words are powerful and they can create trusting relationships with your customers. Verbs should be used positively. For example, instead of saying “don’t hit the red button” say “the green button is the best option.” The future tense is also positive as it doesn’t dwell on the customer’s past issues. Phrases like “Great question, I’ll find that out for you!” and “I’d love to understand more about …” shows you are invested in finding a solution for the customer.

Know your products and services

Customer-facing employees can add lots of value through their product and service knowledge. Knowing how and when to use this knowledge is a great customer service skill.

Customers can become very frustrated when encountering customer service agents who lack the necessary knowledge. In such situations, at least saying “I don’t know” would be an honest response, especially to a very detailed/specific product question. Far worse would be to supply incorrect information.


Improving your customer service skills can help you move from providing good customer service to great customer service. Good customer service results in customers who are pleased with the service they received, but who may not go on to provide feedback or reviews for you and the company.

Looking to learn customer service skills? Enroll for this Customer Service Certificate Course today!

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