Excellent customer service isn’t just down to your frontline staff, but a customer might be won or lost there. That’s why it’s so important every employee works together to resolve issues and create memorable moments – and empower your frontline agents to be as valuable to the customer as possible. It could be the difference between the customer coming back again, or going elsewhere.

The following tips are designed to help both customer service representatives, customer service management, and operations staff to work together to make experiences that matter. Developing customer service skills is important for the whole team to thrive – and to ensure customers keep coming back.

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Why great customer service is so important for a customer service representative

Customer service representatives are brand ambassadors. Each interaction a customer has with a business goes towards building up or tearing down their loyalty to your company’s brand. Providing a great customer experience isn’t just good for customers – it’s also important for building your own career, and for taking skills you learn into your non-working life.

Read our tips for honing your customer service skills and developing your career as a great customer service representative.

Customer service representative tips

• Practice active listening
• Learn to empathize with your customers
• Use positive language
• Improve your technical skills
• Know your products and services
• Look for common ground
• Communicate clearly
• Be solutions-focused
• Admit mistakes
• Be willing to learn

Why great customer service is so important for  customer service team managers

Time and again, studies have shown that and that many will   However you look at it, good customer service skills are foundational to success.

Despite this, U.S. companies lose $62 billion a year due to a lack of good customer service. That alone should be enough to encourage you to improve your customer experience.

Read our tips for creating strong, cohesive customer service teams and for translating great customer service into customer loyalty.

Customer service team management and operations tips

• Provide first-class training
• Set your standards high
• Have a clear escalation pathway
• Align your touchpoints
• Create a culture of excellence
• Be smart about automation
• Use tools that boost speed and efficiency
• Measure and analyze customer feedback
• Use closed-loop feedback
• Listen, understand and take action

Find out how to get the most out of your agents with our eBook on developing agent effectiveness. 

Tips for customer service professionals

If you’re working in a customer-facing service role and want to excel in your work, these are for you.

1. Practice active listening

Behind every customer, a service call is a real human who has a question or concern that needs to be answered. The person needs to feel understood, heard and served. Active listening is a key skillset you can develop by practicing daily with your co-workers and family. First, you should approach each conversation to learn something and focus on the speaker. After the customer is finished speaking, ask clarifying questions to make sure you understand what they’re actually saying. Finally, finish the conversation with a quick summary to ensure everyone is on the same page.

By practicing active listening, you’re not only going to possess the ability to become a truly exceptional customer service agent, but you’ll also improve your relationships outside of the office.

2. Learn to empathize with your customers

Empathy is the ability to understand how the customer is feeling and where they’re coming from. While some people seem like they’re born with this trait, it’s a skill that can be acquired. When listening to the customer, try to see the problem through his eyes and imagine how it makes him feel. This is an important customer service skill because the customer will be more receptive if they feel understood by you. It can also de-escalate a conflict and create a more enjoyable interaction with your company.

3. Use positive language

When attending to customers’ problems, using positive language takes the stress away from the situation. Words are powerful and they can create trusting relationships with your customers. Verbs should be used positively. For example, instead of saying “don’t hit the red button” say “the green button is the best option.” The future tense is also positive as it doesn’t dwell on the customer’s past issues. Phrases like “Great question, I’ll find that out for you!” and “I’d love to understand more about …” can keep the customer in the present moment. Also, remember when speaking to customers to make sure you’re authentic, positive, memorable, and to stay calm and positive, even if the customer is angry.