3 Essential Qualities of Customer Service That Matter Most

Good customer service is all about understanding what customers want and delivering it with a smile. According to a study, 80% of customers say they are more likely to do business with a company that offers excellent customer service.

A customer's experience is built on the quality of the interactions they have with your company. As mentioned in the article, a single negative interaction can lead to a customer switching to a competitor.

Empathy is key to building trust with customers. By showing that you care about their issues, you can turn a negative experience into a positive one. For instance, a company that acknowledges and apologizes for a mistake can improve customer satisfaction by 20%.

Good customer service starts with a people-first attitude. This means valuing human connections and showing care for the customers you're interacting with. It's about understanding that customers are regular people juggling everyday responsibilities.

To be competent in customer service, a customer support professional must have a strong knowledge of the company and its products, as well as the power to fix the customer's problems. Competency plays the biggest role in a good customer experience.

Customers want to be able to get in touch with a customer service representative through whichever channel is the most convenient for them. Convenient service means offering support through the channels of communication your customers rely on most.

There are three broad categories that define good customer service: people-first attitude, problem-solving, and personal and professional skills. These qualities empower agents to create service interactions that customers love.

Here are the key qualities of great service:

By focusing on these qualities, you can create a positive, hassle-free customer experience that keeps customers coming back.

Effective communication is key to delivering excellent customer service. Clear communication skills are essential, as they enable customer support teams to break down complex concepts into easily digestible terms.

A good customer service professional knows how to keep their communications simple and leave nothing to doubt, reducing the risk of miscommunications that can lead to disappointment and frustration. Exceptional customer service starts with clear communication, including sharing just the right amount of information and asking the right questions at the right time.

Good writing skills are also crucial, as they allow customer support teams to convey nuance and convey a sense of care and concern. Good writers use complete sentences, proper grammar, and a friendly tone to make customers feel welcome and valued.

Effective communication is the foundation of successful customer service. It's about more than just conveying information - it's about understanding and addressing the customer's concerns.

Effective listening is key to effective communication. It's not just about hearing what the customer is saying, but about paying close attention to truly understand their issues. Service reps should be able to pick up relevant information within the conversation to help resolve the customer's inquiry or concern.

Good writing skills are also essential for effective communication. Good writers can convey nuance and convey a sense of kindness, even in written communication. They use complete sentences and proper grammar, which can make a big difference in how customers perceive your company.

Clear communication is critical in customer service. It's about sharing just the right amount of information and asking appropriate questions at the right time. Even your choice of words matters a lot, as it can lead to a positive conclusion.

A good listener is also a key component of effective communication. It's about paying attention and considering the grievances of the people on the other side. Your customers are more likely to trust you if they know that you're listening, and they'll appreciate it even more if they can see how much effort you put into it.

Here are some techniques to demonstrate that you're truly listening:

Empathy is also a crucial aspect of effective communication. It's about understanding and sharing the feelings of another. Service reps should be able to put themselves in the customer's shoes and understand their emotions.

Positive language can also make a big difference in effective communication. Responding to questions with positive language can greatly affect how the customer hears the response. For example, instead of saying "That product will be unavailable until next month", say "That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse."

Being knowledgeable is key to effective communication in customer service. Customers expect you to have the answers when they're in a quandary.

According to Help Scout's Elyse Roach, having a solid product foundation ensures you've got the best tricks up your sleeve to help customers navigate even the most complex situations. This foundation also helps you build an understanding of their experience so that you can become their strongest advocate.

The best customer service professionals have a deep knowledge of how their companies' products work. This knowledge is critical in helping customers when they run into problems.

Having proper information about your company's product or service is essential. If you can't answer every question, at least provide customers with links to your website where they can learn more about it.

Excellent customer service means being able to identify which products and services specifically match particular customer needs. This requires in-depth knowledge of individual offerings.

Good organizational skills are a must-have for customer service professionals. They help agents stay on top of multiple tickets and customer interactions, even when things get busy.

A good help desk ticketing system can be a lifesaver, allowing agents to track tickets from multiple channels in one place. This helps prevent confusion and reduces the risk of mistakes.

Agents with good organizational skills know exactly what to do once they get a ticket and every step after it. They don't easily get confused and fold under pressure, even when dealing with complex customer concerns.

Support agents with good organizational skills have a solid grasp of the company's customer service processes. They can approach addressing customer concerns and keeping track of tickets with ease, making them a valuable asset to any team.

It's a good idea to ask candidates how they approach addressing customer concerns and keeping track of tickets to gauge their organizational skills. This can give you a sense of how well they'll fit into your team's workflow.

Adaptability and flexibility are crucial qualities for customer service agents. They need to be able to handle unexpected situations and changing customer expectations.

Not everything goes according to plan, and customer service agents will encounter cases they may not be prepared for. The more flexible ones will thrive in this fast-paced and ever-changing environment.

Highly trainable agents who can easily pick up new ideas and processes are a big asset. They can quickly adapt to meet changing customer expectations.

Being flexible and adaptable is key in today's fast-paced environment. Customer expectations are constantly changing, and agents need to be able to adapt quickly to meet them.

Not everything goes according to plan, and agents will encounter cases they may not be prepared for. The more flexible ones will thrive in this situation.

Having a high trainability level is a major asset, allowing agents to pick up new ideas and processes easily. This is crucial in an industry where customer expectations are constantly changing.

In a rapidly changing environment, being able to adapt quickly is essential. It's crucial that agents can pivot and adjust to meet customer needs.

Unflappability is a crucial trait for anyone who interacts with the public, especially in high-pressure situations. It's the ability to stay calm and composed under stress, and it's essential for providing excellent customer service.

The best customer service reps know that they can't let a heated customer force them to lose their cool. They need to remain the "rock" for customers who are feeling overwhelmed by their problems.

Having unflappability means being able to think clearly and make rational decisions, even when emotions are running high. It's not about being robotic or unfeeling, but about being able to manage your emotions and stay focused on the task at hand.

In fact, it's a job requirement for many customer-facing roles, where staying calm under pressure is essential for resolving issues and turning customers into loyal advocates.

Being a team player is crucial in customer service. It's not just about working together, but also about communicating effectively with your colleagues to achieve a common goal - keeping customers happy and satisfied.

Collaborating on complex tickets is a great example of this. Support professionals need to communicate with other team members to resolve issues efficiently.

As mentioned earlier, team members are working together for one goal, and that's to keep customers happy and satisfied.

Problem solving skills are essential for customer service professionals, as customers don't always self-diagnose their issues correctly. A great customer service interaction anticipates the customer's needs and might even go the extra mile to solve the problem.

A problem-solving pro can intuit what went wrong and what action the customer was ultimately after. For example, if a customer is having trouble resetting their password, the customer service rep should understand that the customer wants to log into their account. They might even manually perform the reset and provide new login details, all while educating the customer on how they can do it for themselves in the future.

In situations where customers throw curveballs, customer service staff should be able to think on their feet and take the initiative to create guidelines for everyone to use in these situations moving forward. This adaptability and ability to handle surprises are crucial for providing excellent customer service.

Problem-solving skills are essential for customer service professionals. They need to be able to reproduce the trouble at hand and understand what the customer was ultimately after.

A great example is when a customer writes in because they're having trouble resetting their password. The customer service rep should anticipate the need to log into their account and take the initiative to manually perform the reset.

Excellent problem-solving capabilities are crucial for a successful customer service journey. This involves being adaptable and coming up with out-of-the-box solutions to customer dilemmas.

Customer service is a dynamic and ever-changing field, and agents need to be able to think on their feet. They should have the confidence to address customer inquiries effectively and adequately throughout the day.

A problem-solving attitude is essential for customer service staff. They should be resourceful, creative, and able to think of solutions quickly, even when working without context.

A good problem solver should be able to make minor tweaks in sentence construction to keep customers happy and satisfied. For example, instead of saying "I'm sorry but the product isn't available until next month", it's better to say "The product will be available for you next month."

Creativity and resourcefulness are key to solving problems and going the extra mile for customers. Finding clever and fun ways to help customers can make a big difference in their experience.

Conflict handling requires patience and the ability to think of a feasible compromise.

A good dose of patience is essential in conflict handling, as it allows you to remain calm and composed, even in the most challenging situations.

Excellent product or service knowledge is crucial in conflict handling, as it enables customer service staff to make informed decisions that align with the business' goals, policies, and advocacies.

Customer service training is often necessary to develop the skills required for effective conflict handling, including the ability to think of a feasible compromise.

The customer may not always be right, but customer service staff must be able to handle conflicts in a way that does not put the blame on the customer in any way.

Personal Qualities are the backbone of great customer service. They are the values and principles that customer service agents are expected to uphold during live interactions.

Professionalism is key, as it's a paradox to be both personally present and objective. This means staying neutral, even in tense situations, and knowing when to route a case to an experienced employee. Customer service is a dynamic function, so agents must be adaptable, adjusting their strategies and approach to best match the customer's needs.

A people-first attitude is essential, empowering agents to address customers as individuals, not just another face in the crowd. This involves active listening, empathy, patience, and emotional intelligence. For example, agents should be able to put themselves in the customer's situation, feel their emotions, and respond accordingly.

By prioritizing these personal qualities, customer service agents can create service interactions that customers love and remember.

Patience is crucial for customer service professionals, as customers who reach out to support are often confused and frustrated. Being listened to and handled with patience can help alleviate their current frustrations.

Being patient with customers and their issues is key to providing excellent customer service. If you take the easy way out, it's likely that your customers will leave.

A study from American Express shows that 68% of customers agree that the key to excellent customer service is a pleasant support agent, which often involves being patient.

Listening to customers patiently is not just about providing a quick service, but about providing the correct solution to their problems.

Having a willingness to learn is crucial for growth as a customer service professional. It's the basis for acquiring new skills and staying ahead of the game.

In today's fast-paced and ever-evolving customer service industry, agents must be willing to learn new technologies and processes. Regular training and goal settings are highly encouraged to keep staff up-to-date.

Those who don't seek to improve will get left behind by their peers who invest in their skills. This is especially true in customer service, where results are immediate and apparent.

Customer service staff must be willing to improve their craft, as the dynamics of the industry are constantly changing. This eagerness to learn is a highly desirable trait for anyone in customer service.

Agents should be eager to learn about new products, services, and technologies to remain effective in their jobs. This willingness to learn is essential for reaching their full potential.

By being open to learning, agents can acquire the knowledge and skills needed to excel in their roles. This, in turn, leads to better customer experiences and improved business outcomes.

Being friendly and respectful is essential for providing excellent customer service. A pleasant support agent can make all the difference in a customer's experience.

According to a study from American Express, 68% of customers agree that the key to excellent customer service is a pleasant support agent. This means that being friendly and respectful is not just a nice-to-have, but a must-have for any customer-facing role.

Being polite and respectful from the very first moment a customer interacts with you is crucial. It sets the tone for the rest of the conversation and makes the customer feel like they're in good hands.

Here are some key traits of a friendly and respectful customer service agent:

By being friendly and respectful, you can build trust with your customers and turn them into loyal advocates for your brand. It's not just about providing a solution to their problem, but about showing that you care about their needs and concerns.

Service Skills are the backbone of great customer service. They're what set apart a company that truly cares about its customers from one that just goes through the motions.

To build a high-performing customer service team, you'll need to look for qualities like communication skills, a people-first attitude, and problem-solving abilities. These are the skills that will empower your agents to create service interactions that customers love.

A people-first attitude is crucial in customer service. It's what lets customers know that your company cares about them and their problems. Personalized interactions greatly improve customer service and show that you value your customers' time and business.

Competency is also key in customer service. A customer support professional must have a strong knowledge of the company and its products, as well as the power to fix the customer's problems. This is what sets them apart from just being a nice person.

Here are some key customer service skills and characteristics to look for when hiring:

By focusing on these skills and characteristics, you'll be able to build a customer service team that truly cares about its customers and provides a positive, hassle-free experience.