2. Introduction
• Customer service is not a department, it’s
everybody’s business
• If you’re looking to improve on your career, its
important that you develop certain customer
service skills
• Here are ten basic skills you should develop, for a
rewarding career in the service industry.
3. 1. Communication Skills
• In course of work, you’ll interact with people from all walks of
life, responding to enquiries and all other interaction your job
role demands.
• It is important that you’re able to communicate meaningfully
and clearly to customers, and also send the right message
with your body language
4. 2. Self Control
• Having self-control is very
important in service because you
will come across difficult
customers, who might be mean
or rude to you.
• It is self-control that makes it
possible to restrain yourself from
losing composure
5. 3. Patience
• This skill is just as important as self-control, especially when
dealing with an upset customer.
• Learning to be patient with customers is as easy as learning to
separate your feelings from the situation and understanding
that in most cases the customer is upset with something that
has nothing to do with you personally
6. 4. Ownership attitude
• Taking an ownership approach to
your duties gives you the ability to
empathize when a customer
complains of a service failure.
• Ownership approach also leads to
self-motivation which will improve
your productivity.
• Productive employees will get the
promotions
7. 5. Empathy
• Empathy is very important in creating a great customer
experience, and also plays a key role in resolving customer
complaints.
• Empathy is a key requirement for building a strong, engaged
relationship between you and your customers
8. 6. Good Phone Skills
• You have to speak as clearly and
as professionally as you can,
hence the need for good phone
skills.
• Great telephone skills go a long
way in maintaining excellent
relationships with customers
9. 7. Team Spirit
• Excellent customer service
requires team work, If you can’t
be a team player, you are not
going to be a very effective in
your role
• Working well with others is an
essential skill for being successful
and rendering delightful service
to our customers.
10. 8. Knowledgeability
• You must demonstrate knowledgeability about your products
and services, you should be able to explain to customers
(clearly) what your products can do and what services are on
offer.
• No one will take you serious, if you can’t give good
information on products and services your employer offers
11. 9. Ability to work under pressure
• Sometimes it can get hectic really
quickly, when sales are at its peak
or during the rush hour.
• It is important that you’re able to
keep your head above water
• This ability makes it possible to
remain calm and professional,
even when customers are
drowning you in requests or
complaints.
12. 10. A positive attitude
• Learn to be positive. A positive
attitude affects the work
environment.
• It enhances communication
between you and the customers
being served.
• People remember being treated
well, they appreciate courtesy and
kindness and will come back for
more
13. Finally
• Remember, the customers don’t always have to be your
external customers, your colleagues are customers too!
(internal customers)
• Applying these skills in your day-to-day work activities greatly
promotes a customer service culture in your organization.
• A great organizational customer service culture has been
proven to improve the overall efficiency of employees &
profitability
