15 Skills Every Customer Service Agent Needs

Excellent customer service is the lifeblood of any business. The customer service department is often the first point of contact between a company and its customers, so it's important that customer service agents are well-trained and have the necessary skills to resolve customer issues efficiently and effectively.

Top Customer Service Skills Every Agent Needs

Every company has different customer service needs, but there are some skills that are essential for anyone working in this field. Whether you’re dealing with angry customers or trying to keep a smile on your face during a long shift, here are 15 skills you need to succeed as a customer service agent:

1. Communication Skills

The ability to communicate effectively is one of the most important skills a customer service agent can have. You need to be able to understand the customer’s issue, explain the company’s policies clearly, and resolve the issue in a way that leaves the customer satisfied.

Successful customer service agents have excellent listening skills; they know how to ask the right questions to get to the root of the problem; and they can express themselves clearly, both in writing and verbally. If you want to be a top-notch customer service agent, work on honing your communication skills.

2. Conflict Resolution Skills

Customer service agents deal with conflict on a daily basis. Whether it’s a customer who is angry about a product or service, or a co-worker who isn’t pulling their weight, you need to be able to resolve conflicts quickly and efficiently.

Some of the skills you need for conflict resolution include: being able to stay calm in difficult situations; being able to see both sides of the issue; and knowing when it’s time to escalate the problem to a supervisor. If you can master the art of conflict resolution, you’ll be an invaluable asset to any customer service team.

3. Empathy

Empathy is the ability to understand and share the feelings of another person. It’s an important skill for customer service agents because it allows them to see the situation from the customer’s perspective and understand their emotions.

Empathetic customer service agents are better able to resolve issues because they can put themselves in the shoes of the customer, understand how they're feeling, and find a solution that works for everyone.

4. Patience

Patience is a critically important skill for customer service agents. You will deal with customers who are angry, frustrated, and impatient on a daily basis, so it’s important that you have the patience to deal with them in a professional and courteous manner.

Remember, the customer is not always right, but they are the reason you have a job, so it’s important to be patient and respectful, even when they’re being unreasonable.

5. Active Listening Skills

Active listening involves not only hearing what the customer is saying, but also taking the time to understand their needs and feelings.

When you’re actively listening to a customer, you’re not just waiting for your turn to speak. You’re paying attention to their body language, tone of voice, and words to get a better understanding of the issue. Then, you can respond in a way that shows them you understand their problem and are ready to help solve it.

6. Computer Literacy

In today’s world, almost all customer service is done via computer, so it’s important that agents are comfortable and familiar with using a variety of computer programs.

At a minimum, you should be proficient in using the internet, email, and Microsoft Office. But if you want to stand out from the crowd, learn how to use additional programs, such as customer relationship management (CRM) software and contact center (CCaaS) software.

By expanding your computer literacy, you’ll be able to provide a higher level of service to your customers and make your job easier in the process.

7. Problem-Solving Skills

Customer service agents are problem-solvers. It’s their job to take the customer’s issue and find a resolution that works for both parties.

To be a successful problem-solver, you need to be able to think on your feet, come up with creative solutions, and have a willingness to go the extra mile to help the customer. If you can do all of these things, you’ll be a valuable asset to any customer service team.

8. Time Management Skills

Customer service agents are often required to handle multiple tasks at the same time. That’s why time management skills are so important. If you can learn to prioritize your tasks, stay organized, and use your time efficiently, you’ll be able to provide a higher level of service to your customers.

9. Organizational Skills

Organizational skills are important for customer service agents because they often have to keep track of multiple customers and their issues. If you can learn to stay organized, you’ll be able to serve your customers more effectively and resolve their issues in a timely manner.

There are a variety of ways to stay organized, so find the system that works best for you and stick to it. Whether you use a physical planner or a digital one, make sure you have a way to keep track of your tasks so you can always be on top of your game.

10. Multi-tasking Skills

Multi-tasking is a necessary skill for customer service agents. You will often have to juggle multiple tasks at the same time, so it’s important that you know how to prioritize your work. If you can learn to multi-task effectively, you’ll be able to provide a higher level of service to your customers.

11. Teamwork Skills

Customer service agents often have to work with other team members to resolve customer issues. That’s why teamwork skills are so important. If you can learn to communicate and collaborate effectively with others, you’ll be able to provide a higher level of service to your customers.

12. Emotional Intelligence

Emotional intelligence involves being able to understand and manage your own emotions, as well as the emotions of others.

If you can learn to control your emotions while you're interacting with others, you’ll be better equipped to handle difficult customer situations. You’ll also be more likely to build strong relationships with your customers and resolve their issues more effectively.

13. Flexibility

Flexibility is an important skill for customer service agents because they often have to deal with last-minute changes. If you can learn to be flexible, you’ll be better equipped to handle unexpected situations and provide a higher level of service to your customers.

14. Stress Management Skills

Customer service can be a stressful job, so it’s important that agents know how to manage their stress. If you can learn to control your stress levels, you’ll be better equipped to handle difficult customer situations. You’ll also be more likely to stay calm and collected when dealing with customers.

15. Professionalism

Professionalism is important for customer service agents because they are the face of the company. If you can learn to be professional, you’ll be able to build trust and rapport with your customers. You’ll also be more likely to resolve their issues effectively.

Build Your Customer Service Skills

If you have all of the above skills, you'll make an excellent customer service agent!

Each of these skills is essential for success in this field, but don't worry if you aren't a master at every skill yet – you can learn many of these skills on the job. There are also many online courses that can help you build your customer service skills and highlight those skills on a resume.

Interested in joining the exciting field of customer experience? Here are 12 Customer Service Job Responsibilities you'll likely handle as an agent.