15 customer service skills for success
Discover the key traits of good customer service and learn how to improve customer satisfaction, boost loyalty, and enhance your overall business strategy.
Good customer service delivers support that is clear, empathetic, and effective, turning everyday interactions into experiences people remember.
When service teams communicate well and resolve issues confidently, they strengthen trust, reduce customer effort, and influence whether someone returns or recommends a brand. One positive interaction can shape how people feel about a company long after the moment has passed.
Customer service also sits within the larger customer experience (CX), working alongside product, operations, and customer insight programs to create a consistent journey. As teams build strong service skills across communication, problem-solving, and emotional intelligence, they directly improve satisfaction, loyalty, and overall experience.
Core customer service skills to use and build on
Customer service skills are observable behaviors that help teams communicate clearly, solve problems efficiently, and create consistent experiences across channels.
These 15 skills form a practical foundation for frontline teams and managers to coach, develop, and measure performance. These skills and qualities contribute to excellent customer service, higher satisfaction, and lower customer effort across channels.
1. Empathy
Empathy helps customer service representatives recognize and acknowledge someone’s feelings, enabling them to respond with warmth and clarity. It’s a foundational customer service skill because it calms tense moments and reassures customers that their concerns are being taken seriously. When customers feel understood, they’re more likely to trust the interaction and stay loyal over time.
How to practice this skill
- Use simple validation statements such as “I can see why that would be frustrating.”
- Pause before responding so the customer can finish their explanation.
- Match tone appropriately across channels, including chat and email.
How to coach and measure it
- Add survey items such as “Did you feel understood during this interaction?” to post-interaction customer service surveys.
- Review open-ended feedback for phrases that show acknowledgment or emotional awareness.
2. Communication
Communication helps representatives share information clearly so customers know what’s happening, what to expect, and how their issue is being handled. It spans verbal clarity, written accuracy, and consistent tone across email, chat, phone, and messaging channels. When done well, communication reduces confusion and speeds up resolution.
How to practice this skill
- Use short, direct sentences to explain next steps.
- Keep written messages free of jargon and aligned with the channel.
- Ask clarifying questions when details are missing.
How to coach and measure it
- Use QA scorecards to evaluate tone, structure, and clarity.
- Add survey questions such as “How clearly did the representative explain your options?”
3. Patience
Patience helps representatives slow the conversation just enough to fully understand a customer’s concern. It’s essential for balancing empathy with efficiency. Salesforce Research reports that 35% of customers would rather work with an AI agency than a human representative if it meant not repeating themselves, highlighting why steady pacing and attentive listening matter.
How to practice this skill
- Give customers space to explain the issue before jumping to solutions.
- Maintain a steady pace even when questions are repeated.
- Use concise recaps to prevent customers from restating information.
How to coach and measure it
- Track repeated-contact themes to spot misunderstandings.
- Include prompts such as “Did the representative listen carefully before responding?”
4. Problem-solving
Problem-solving helps representatives break down an issue, identify the root cause, and guide customers toward a workable solution. It’s one of the strongest predictors of confidence in a support experience. When steps are clear and structured, customers feel assured and more likely to trust the outcome.
How to practice this skill
- Paraphrase the issue to confirm understanding.
- Break the solution into manageable steps.
- Offer alternatives when the first option isn’t available.
How to coach and measure it
- Track first-contact resolution to identify where training is needed.
- Add survey items such as “How confident do you feel in the solution provided?”
5. Active listening
Active listening requires full attention to what the customer is saying, followed by a response that shows genuine engagement. It reduces errors, shortens resolution time, and helps customers feel heard. When representatives reflect key details or ask clarifying questions, conversations become faster and clearer.
How to practice this skill
- Paraphrase important points.
- Confirm accuracy by asking, “Is this correct based on what you’re seeing?”
- Summarize the interaction before closing.
How to coach and measure it
- Include survey questions such as “Did the representative listen to and understand your issue?”
- Use QA reviews to check for paraphrasing and confirmation questions.
6. Reframing ability
Reframing ability helps representatives shift difficult moments into constructive ones without minimizing the customer’s concern. It creates space for collaboration and guides conversations toward solutions instead of frustration.
How to practice this skill
- Replace negative phrasing with solution-focused language.
- Acknowledge the issue before offering an alternative.
- Share next steps or timelines to restore clarity.
How to coach and measure it
- Identify reframing cues in QA reviews.
- Track sentiment in open-ended feedback to spot improvements.
7. Time management
Time management helps representatives handle inquiries efficiently while maintaining quality. It supports consistent customer experiences by allowing teams to balance queue demands, urgent issues, and channel switching. It also influences metrics like handle time and time-to-first-response.
How to practice this skill
- Prioritize issues based on urgency and customer impact.
- Use knowledge bases and internal notes to resolve questions faster.
- Keep responses focused so conversations stay on track.
How to coach and measure it
- Monitor handle-time trends alongside satisfaction scores.
- Use effort-based survey questions to identify workflow challenges.
8. Adaptability
Adaptability enables representatives to adjust to customer preferences, new updates, and rapidly changing environments. As service spreads across chat, email, phone, and self-service, adaptability helps teams stay confident and responsive. This skill grows even more important for distributed teams and environments where AI-assisted suggestions may shift workflows.
How to practice this skill
- Match communication style to the customer’s preferred channel.
- Use notes and history to move between tasks without losing context.
- Review product updates often to stay current.
How to coach and measure it
- Evaluate adaptability in scenario-based QA reviews.
- Look for feedback that mentions flexibility or responsiveness.
9. Professionalism
Professionalism shapes first impressions and influences trust. It includes tone, accuracy, and respectful boundaries across channels. Even when a customer arrives upset, professionalism helps create a steady, reliable experience.
How to practice this skill
- Use consistent, respectful language across all channels.
- Avoid speculation when details are unclear.
- Maintain an even tone when conversations become tense.
How to coach and measure it
- Add professionalism criteria to QA scorecards.
- Include survey prompts about clarity and courtesy.
10. Attention to detail
Attention to detail helps representatives capture key information, leading to accurate resolutions. It reduces errors, limits back-and-forth messages, and creates a smoother experience.
How to practice this skill
- Review customer history to avoid repeated questions.
- Verify account details or product versions before moving ahead.
- Summarize steps clearly.
How to coach and measure it
- Track QA flags related to missing or incorrect details.
- Include survey items about accuracy and completeness.
11. In-depth product and service knowledge
In-depth knowledge helps representatives answer questions confidently and provide accurate guidance. Customers notice when a representative understands how a feature or policy works, and that confidence leads to faster outcomes and a better experience.
How to practice this skill
- Stay current with training materials and release updates.
- Review the knowledge base to see how customers phrase questions.
- Flag outdated content for revision.
How to coach and measure it
- Include product-knowledge checks in QA reviews.
- Track survey comments related to confidence in support.
12. De-escalation and conflict resolution
De-escalation helps representatives guide conversations back to a calm, solution-oriented pace when emotions run high. It’s essential for restoring trust and helping customers feel supported.
How to practice this skill
- Start with acknowledgement: “I can see this caused trouble, and I’m here to help.”
- Break the issue into manageable steps.
- Provide a clear next action to regain focus.
How to coach and measure it
- Review complex conversations for acknowledgment and pacing.
- Track sentiment changes in survey feedback.
13. Cultural sensitivity
Cultural sensitivity helps representatives communicate respectfully with customers across different regions, languages, and communication preferences. It reduces miscommunication and helps global support teams build trust.
How to practice this skill
- Use inclusive language and avoid assumptions.
- Confirm details like time zones or pronunciation when needed.
- Keep explanations straightforward for non-native English speakers.
How to coach and measure it
- Add inclusivity checkpoints to QA reviews.
- Monitor feedback for clarity or tone-related themes.
14. Team collaboration
Team collaboration supports fast, consistent resolutions. When representatives share updates or flag recurring issues, customers receive clearer answers and fewer conflicting messages.
How to practice this skill
- Add thorough internal notes.
- Share patterns with product, operations, or training teams.
- Coordinate on complex questions to deliver consistent guidance.
How to coach and measure it
- Review internal documentation for completeness.
- Track repeat contacts tied to inconsistent information.
15. Creativity
Creativity helps representatives navigate nonstandard situations while remaining aligned with policies. It’s a flexible skill that supports problem-solving and drives improvements across processes and content.
How to practice this skill
- Explore multiple approaches before choosing a recommendation.
- Suggest help-article updates based on customer questions.
- Share unique scenarios with teams to refine practices.
How to coach and measure it
- Highlight creative solutions in team meetings.
- Track satisfaction scores in interactions requiring custom support.
Examples of good customer service
These customer service skills examples show how these 15 skills appear in everyday conversations across chat, email, phone, and self-service. Each scenario highlights how excellent customer service representative skills work together to create a smooth experience.
1. Shipping delay
A customer reaches out through chat, asking why their order still shows “in transit” after the expected arrival date. The representative starts by acknowledging the concern and confirming the tracking details.
After checking the account, the representative explains that the package was rerouted and provides a clear updated delivery window. The representative offers to send text alerts so the customer stays updated without needing to check manually.
Skills in action: empathy, communication, time management, problem-solving
2. Billing confusion
A customer calls, frustrated by an unexpected charge. The representative listens closely, restates the concern, and confirms the billing period to make sure nothing is missed.
After reviewing the account, the representative explains the charge in plain language and offers a usage summary to give the customer more clarity. The representative reframes the situation by showing how adjustments can be made for future billing cycles.
Skills in action: de-escalation, reframing ability, product and service knowledge
3. Self-service to assisted support
A customer starts troubleshooting using a help article but finds that the steps don’t match their setup. They open a ticket, and the representative quickly reviews the history and acknowledges the mismatch.
The representative adapts by switching to an alternative workflow and explains each step clearly. Before closing the conversation, the representative flags the outdated article for the content team to update.
Skills in action: adaptability, professionalism, creativity, attention to detail
4. Online chat across time zones
A customer messages the support team late at night about a scheduling issue. The representative greets them warmly, confirms their availability window, and proposes times in the customer’s time zone.
When the customer’s phrasing reflects non-native English usage, the representative responds with clear, concise language to make the conversation easier. The customer leaves with a confirmed appointment and a better understanding of the next steps.
Skills in action: cultural sensitivity, written communication, active listening, professionalism
How can you measure good customer service?
Good customer service can be measured by collecting feedback, analyzing effort, and tracking satisfaction trends over time. When these skills for customer service are treated as observable behaviors, they become easier to coach and improve across teams.
A structured approach to measuring customer service helps organizations understand what customers experienced, how the interaction felt, and where skill development can make the biggest difference.
Gather customer feedback
Customer service surveys give organizations direct insight into strengths and gaps across the 15 skills. They capture how people felt during an interaction and what they took away. Balanced surveys include ratings and open-text questions so teams can spot sentiment patterns.
Example survey questions mapped to key skills:
- Empathy and active listening: “Did you feel the representative understood your issue?”
- Communication and professionalism: “How clearly did the representative explain your options?”
- Problem-solving and creativity: “How satisfied are you with the solution you received?”
- Time management and adaptability: “How efficient was the process of resolving your issue?”
These questions help teams see where training can support better interactions and where processes may need refinement.
Measure your Customer Effort Score (CES)
Customer Effort Score (CES) reflects how easy it was for someone to resolve an issue. Lower effort signals strong customer support skills: clear communication, efficient problem-solving, and flexible handling of customer context. CES helps organizations understand where friction lives and how skill development can reduce it.
CES is closely connected to skills such as time management, problem-solving, and adaptability. When representatives provide clear steps, work efficiently, and adjust to customer context, effort naturally decreases.
Track service and support satisfaction
Customer Satisfaction Score (CSAT) and other service metrics help organizations track whether support interactions are meeting expectations. Dashboards, filters, and text-analysis tools highlight themes across large volumes of feedback, helping teams identify which customer service skills are improving and which need reinforcement. This approach also supports targeted coaching.
For example, if a CX leader sees lower scores associated with “feeling understood,” it may signal a skill gap in empathy or active listening. A team may then add focused practice sessions or adjust scripts to include clearer acknowledgment phrases. When satisfaction and skill development move together, customers feel the difference.
Improve customer service quality with SurveyMonkey
Strong customer service skills grow when teams gather feedback consistently and use that information to refine how they communicate, solve problems, and support customers. SurveyMonkey makes this process straightforward by giving organizations the features to collect post-interaction feedback, review trends, and coach teams across various skills.
Get started by sending a customer service questionnaire after each interaction using a template such as the SurveyMonkey Customer Satisfaction Survey Template, then reviewing the results in real time. These insights help teams strengthen their customer service skills and reinforce excellent service across channels.
Discover more resources
Solutions for your role
SurveyMonkey can help you do your job better. Discover how to make a bigger impact with winning strategies, products, experiences, and more.
Why are surveys important in research?
Surveys are important in research because they offer a flexible and dependable method of gathering crucial data. Learn more today.
NPS surveys: Best practices for high response rates
Learn NPS survey best practices to drive high response rates by improving survey processes.
23 ways to increase CSAT response rates
It's hard to improve your customer satisfaction scores without respondents. Get SurveyMonkey's best actionable tips to improve your response rate.