Table of Contents Hide
- What is Customer Service?
- What Are Customer Service Skills?
- Why Should I Include Customer Service Skills on My Resume?
- What Are the Best Customer Service Skills I Should Add to My Resume?
- Key Soft Customer Service Skills to List on Your Resume
- Key Hard or Technical Customer Service Skills to List on Your Resume
- Example of Customer Service Skills in a Resume
- What are the Top 3 Skills of Customer Service?
- What are the 7 Qualities of Good Customer Service?
- How do you List Customer Service Skills?
- How many Skills should you Put on a Resume?
- What are the Three Cs of Customer Service?
- How do you Handle Difficult Customers?
- What are the Six Keys Strategies for Customer Service?
- Related Articles
To land a job in customer service, you must demonstrate your best skills to potential employers. Customer service necessitates both technical and interpersonal abilities. This emphasizes the importance of having a diverse skill set! In this guide, we will uncover the best customer service skills to include on a resume. Plus we will state different key skills that a customer service representative should include in their resume including the hard or technical skills and then the soft skills. Let’s go into detail.
What is Customer Service?
Customer service is a job type as well as a set of job skills. Customer service professionals are responsible for meeting the needs of customers and ensuring that they have a positive experience. This customer service as a skill set entails several qualities such as active listening, empathy, problem-solving, and communication. Customer service is used in a variety of jobs at all levels.
While customer service is traditionally thought of as a service provided by a business to a customer, it is also applicable within a business. For example, you could be in a position where you provide services to other internal teams. In this case, you’d want to make sure you understood and could meet their needs.
What Are Customer Service Skills?
Customer service skills include the ability to communicate with others, solve problems, be patient and understanding, ensure customer satisfaction, and resolve customer complaints.
Employees who excel at customer service can have a significant impact on a company’s bottom line. These abilities translate into brand loyalty (96% of consumers say customer service is an important factor in their brand loyalty choice) and profit (a 5% increase in customer retention can result in a 25% increase in profit).
Why Should I Include Customer Service Skills on My Resume?
When applying for a job in customer service, it is critical to demonstrate your ability to work well with others. Including skills on a resume allows you to highlight your strongest assets to potential employers. You can demonstrate your most relevant abilities for the job you’re applying for by including specific customer service skills.
You should never include skills just for the sake of including them. It is critical to always tailor your skills to the job description’s requirements. Furthermore, you should always be truthful about the skills you include. Never list a skill that you do not possess!
What Are the Best Customer Service Skills I Should Add to My Resume?
Before you can decide which customer service skills to highlight on your resume, you must first understand the two main types of skills:
#1. Interpersonal (Soft) Skills
These abilities rely on emotion and human interaction. Customer service is heavily reliant on interpersonal skills such as communication and problem-solving.
#2. Technical (Hard) Skills
Hard skills are related to your technical abilities, such as writing or working with software, and as a customer service representative, you should include them on your resume.
When listing your skills on a customer service resume, make sure to include both soft and hard or technical skills. Always plan out the skills you want to include when it comes to customer service. Making a long list allows you to narrow it down to the most relevant and best options.
Key Soft Customer Service Skills to List on Your Resume
Here are our top 10 soft skills for customer service to consider adding to your resume:
#1. Conflict resolution
Every day, conflict resolution, management, and de-escalation techniques are used in customer service. An agent must be a good negotiator and know how to calm a raging bull in order to provide good customer service. It can be difficult at first to deal with customer complaints and angry customers. You can, however, learn some useful statements and tricks to help you turn those situations around.
Effective communication is critical for resolving a customer’s questions or issues while also representing the company well. It is critical that you speak and write clearly, and that you provide useful and helpful responses. You can confidently build rapport and trust with good communication skills.
Empathy is a social skill that many successful customer service representatives possess. Strong customer service includes demonstrating to a customer that you understand their situation and connect with their feelings. Being empathetic often entails considering your customer’s situation from their perspective and establishing a foundation of patience, kindness, and respect as you begin working with them.
When customers have a problem, they frequently contact customer service representatives. Thinking critically about customer complaints and coming up with creative solutions can go a long way. Listening to what a customer needs, determining the source of the problem, and resolving it by turning to your company’s products or services are all common problem-solving techniques.
Customer service representatives should be patient. Even when dealing with a frustrated customer, they must be able to use positive language.
Or if they are exchanging messages with people who type their messages slowly. In addition, you can read customers’ messages before they send them!
#6. Active listening
Active listening is a technique that involves paraphrasing and reading nonverbal cues in a conversation. It provides you with more information about your customers and allows you to follow their train of thought. You can ensure that you are on the same page by asking follow-up questions. Active listening skills demonstrate to a customer that you understand them. It enables you to establish an immediate connection. Active listening conveys that their problems are also your problems and that you are responsible for finding a solution.
#7. Decision making
Working as a customer service representative necessitates quick thinking. You are not required to always make the best decision. However, you must be decisive and confident. Customers want to be taken care of, and they will not trust you if you are inexperienced. At the very least, you should try to make a good impression. Take care! Being decisive does not imply making arbitrary decisions.
#8. Time management
The concept of multitasking is a myth. People are unable to manage multiple processes at the same time. They can, however, divide their time into smaller chunks and use it more efficiently. It is yet another essential customer service skill.
#9. Positive body language
Body language plays an important role in retail customer service. However, it is difficult to fit it into a simple framework. According to some, body language accounts for 90% of communication. Others argue that 55% of communication is nonverbal, 38% is the tone of voice, and the remaining 7% is words and their meaning.
It is difficult to quantify the effect of your posture or voice. Controlling your body language, on the other hand, is a necessary skill for a customer service representative.
It is especially important in sales positions to be able to persuade a customer’s emotions and viewpoints. You should be able to position yourself as the expert who can provide them with the best solutions.
Key Hard or Technical Customer Service Skills to List on Your Resume
Here is a list of key hard or technical skills for customer service to use on a resume:
#1. Foreign language fluency
Outsourcing customer service is extremely popular. There’s a good chance you’re not a native speaker of the language you’ll use to communicate with customers. One of the single most important key hard skills for customer service is improving your spoken language fluency and applying it to your resume.
Surprisingly, you don’t need to be concerned if you have a slight accent. It is more important to be able to communicate effectively than to have perfect pronunciation.
Writing skills are critical in any job involving communication. In customer service, this frequently translates into the creation of emails and official company copy.
#3. Typing speed
This customer service skill is fairly simple. The quicker you type, the quicker you respond. It has a direct impact on your performance as an agent and greatly simplifies your life. This skill is also simple to learn and assess. Typing speed is typically calculated by dividing your accuracy by the number of words typed per minute.
#4. Knowledge of CRM software
CRM software solutions such as Zendesk or Zoho are commonly used by customer service representatives. The tools are very similar, and getting used to them will take some time. However, if you have prior experience with a dedicated customer service app, your chances improve.
#5. Microsoft Office & Google Suite
Microsoft and Google software is widely used in all industries. Knowing how to use these programs will give you a competitive advantage because employers will not need to train you on how to use them.
Customer service representatives adopt a persona in order to persuade, empathize, and relate to customers. As a result, having a strong ability for performance and acting can be extremely beneficial in this field.
#7. Situational Analysis
Each customer and situation is unique. The ability to thoroughly analyze each situation is an important hard skill for customer service representatives to have. This can include taking notes, conducting research, gathering feedback, and a variety of other important tasks.
In an increasingly digital world, effective communication is critical for providing excellent customer service. This can refer to any digital interaction, including phone calls and online services.
Keeping detailed records is an essential component of providing excellent customer service. Bookkeeping encompasses a wide range of transactions, contracts, and other activities. Honing these skills is beneficial for any professional looking for work in customer service.
#10. Closing Ability
A customer service representative must hone a skill known as “closing ability.” This is their ability to complete a transaction or close a deal with a customer. Many soft skills, such as negotiation and persuasion, are combined to create a more technical skill in order to make the customer service resume look good.
Example of Customer Service Skills in a Resume
Positive and attentive customer service representative with 4+ years of experience in CSR roles. Eager to support First National Bank in creating long-lasting customer relationships through conflict resolution. Achieved a 20% above-average customer retention rate on cancellation calls by utilizing active listening techniques.
Customer Service Representative
American Express, Seattle, WA
January 2019–June 2020
- Provided quality customer service to 60+ members daily to build brand loyalty.
- Identified customer needs through active listening techniques to initiate referrals to colleagues.
- Reviewed customer profiles to find opportunities to upsell banking products and credit cards
- Achieved a 20% above-average customer retention rate on cancellation calls.
- Offered advice and guidance bilingually in English and Spanish.
Customer Service Associate
CallCenterUSA, Salem, OR
September 2016–December 2019
- Answered 40+ incoming calls daily and provided instructions for customers per training guidelines.
- Provided excellent quality customer service by patiently listening and communicating company policies with empathy.
- Maintained a positive attitude at all times in a fast-paced environment.
- Received a positive feedback rating of 96% based on customer satisfaction surveys.
Bachelor of Arts in Communication Studies
Portland Community College, Portland, OR
Graduation: May 2016
- Minor in Business Administration.
- Secretary for campus debate club.
- Complaint Resolution
- Building Customer Loyalty
- Jira Service Desk
- Bilingual Language Skills (English and Spanish)
- Typing Speed: >60 WPM
What are the Top 3 Skills of Customer Service?
Empathy, effective communication, and problem-solving abilities are essential for providing excellent customer service.
What are the 7 Qualities of Good Customer Service?
Empathy, problem-solving skills, communication skills, patience, active listening skills, a positive attitude, and body language are the seven qualities of a good customer service representative.
How do you List Customer Service Skills?
Active listening, interpersonal skills, communication, complaint resolution, empathy, and positivity are some in-demand customer service skills. List your customer service skills in your resume summary, work experience, and skills sections to best highlight them.
How many Skills should you Put on a Resume?
In the skills section of your resume, you should have between 5 and 10 skills. The skills section of your resume is critical to impressing a hiring manager and recruiter. It is critical to tailor your resume to the specific job and include any skills that the job description requests.
What are the Three Cs of Customer Service?
Consistency, consistency, and consistency are the three Cs of customer satisfaction. It may not appear enticing, but consistency is the key to keeping customers happy.
How do you Handle Difficult Customers?
How to Handle Difficult Customers:
- Maintain a professional tone in your communication.
- Maintain your composure.
- Speak quietly.
- Active listening should be practiced.
- Allow them time to speak.
- Recognize the customer’s point of view.
- Determine their requirements.
- Look for a solution.
What are the Six Keys Strategies for Customer Service?
The Six Keys to Excellent Customer Service are:
- Provide the fundamentals.
- Be approachable and sympathetic.
- Live chat is available.
- Work should be reduced.
- Make use of feedback.
Putting together a customer support team is extremely difficult. You are already among the top if you meet several of the requirements outlined in this article. You can also improve your remaining customer service skills with practice.
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