The document outlines essential customer service skills necessary for a successful career in the service industry, emphasizing that customer service is everyone's responsibility. Key skills include effective communication, self-control, patience, empathy, and teamwork, all of which contribute to a positive customer experience and promote a strong organizational culture. Additionally, maintaining knowledge about products and services, staying calm under pressure, and fostering a positive attitude are highlighted as crucial for enhancing overall efficiency and profitability.

1. Iftikhar. A. Chohan
General Manager operations
Sameel Pharmaceuticals (Pvt)Ltd

2. Introduction
1. Customer service is not a
department, it’s everybody’s business
2. If you’re looking to improve on your
career, its important that you develop
certain customer service skills
3. Here are ten basic skills you should
develop, for a rewarding career in the
service industry

3. Communication Skills
1. 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
2. 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. 1. Having self-control is very important
in service because you will come
across difficult customers, who might
be mean or rude to you.
2. It is self-control that makes it
possible to restrain yourself from
losing composure
Self Control

5. 1. This skill is just as important as self-
control, especially when dealing with
an upset customer.
2. 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
Patience

6. 1. Taking an ownership approach to
your duties gives you the ability to
empathize when a customer
complains of a service failure.
2. Ownership approach also leads to
self-motivation which will improve
your productivity.
3. Productive employees will get the
promotions
Ownership attitude

7. 1. Empathy is very important in creating
a great customer experience, and also
plays a key role in resolving customer
complaints.
2. Empathy is a key requirement for
building a strong, engaged
relationship between you and your
customers
EMPATHY

8. 1. You have to speak as clearly and as
professionally as you can, hence the
need for good phone skills.
2. Great telephone skills go a long way
in maintaining excellent relationships
with customers
Good Phone Skills

9. Team Spirit
1. 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
2. Working well with others is an
essential skill for being successful
and rendering delightful service to
our customers.

10. Knowledgeability
1. 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.
2. No one will take you serious, if you
can’t give good information on
products and services your employer
offers

11. Remain calm under pressure
1. Sometimes it can get hectic really
quickly, when sales are at its peak or
during the rush hour.
2. It is important that you’re able to
keep your head above water
3. This ability makes it possible to
remain calm and professional, even
when customers are drowning you in
requests or complaints

12. Positive attitude
1. Learn to be positive. A positive attitude
affects the work environment.
2. It enhances communication between you and
the customers being served.
3. People remember being treated well, they
appreciate courtesy and kindness and will
come back for more

13. TAKE AWAY POINTS
1. Remember, the customers don’t always have to
be your external customers, your colleagues
are customers too! (internal customers)
2. Applying these skills in your day-to-day work
activities greatly promotes a customer service
culture in your organization.
3. A great organizational customer service culture
has been proven to improve the overall
efficiency of employees & profitability