Customer Service Skills

What are the top customer service skills to include in a resume

When adding customer service skills to your resume, focus on abilities that show you can help customers, solve problems, and provide a great experience. Employers look for a mix of people skills and technical abilities that are important for customer interactions.

Best Customer Service Skills for a Resume

Communication

1. Sharing information in person, on the phone, or in writing.
2. Listening carefully to understand customer needs.

Problem Solving

1. Finding solutions to customer issues quickly and effectively.
2. Thinking creatively to handle unique situations.

Empathy: Showing customers you care and understand their feelings.

Patience: Staying calm and professional, even with difficult or upset customers.

Multitasking: Managing several tasks at once, like answering questions and updating systems.

Flexibility: Adapting to different customer needs or new company processes.

Knowledge of Products or Services: Understanding the company’s offerings to give accurate and helpful information.

Handling Conflicts: Resolving disagreements or complaints smoothly and professionally.

Time Management: Helping customers quickly while staying organized.

Technical Abilities

1. Using tools like customer management software.
2. Fixing basic technical or product-related problems.

Teamwork: Working well with coworkers to ensure customers get great service.

Positive Attitude: Staying friendly and upbeat to make customers feel valued.

How do I highlight customer service experience on my resume

To highlight your customer service experience on a resume, focus on your responsibilities, achievements, and the skills you’ve developed. Here’s how;

Write a Strong Summary

Begin with a summary at the top of your resume that highlights your experience, strengths, and key customer service skills.

Detail Your Work Experience

Outline your past roles in customer service, focusing on your responsibilities and contributions. Use bullet points to make it easy to read and professional.

Show Measurable Achievements

Include specific accomplishments that demonstrate your success in customer service, using data or measurable results where possible.

Highlight Relevant Skills

Create a skills section that includes customer service-specific abilities such as communication, problem-solving, and adaptability. Align these with the job description for better relevance.

Mention Technical Knowledge

List tools, systems, or software you are familiar with that relate to customer service, such as CRM platforms or other relevant technologies.

Focus on Soft Skills

In your descriptions, emphasize interpersonal skills like empathy, patience, and conflict resolution to show your ability to connect with customers.

Include Certifications or Training

Mention any relevant certifications, courses, or training programs that enhance your qualifications for a customer service role.

Use Action Verbs

Begin your bullet points with strong, action-oriented words to describe your achievements and responsibilities.

Create a Section for Key Achievements

Add a dedicated section for standout accomplishments that showcase your ability to excel in customer service roles.

Customize Your Resume for Each Job

Tailor your resume to match the requirements of the specific customer service role you are applying for, ensuring relevance and focus.

What keywords should be added for customer service skills to pass an ATS

To pass an ATS for a customer service role, it's essential to include relevant keywords that align with the job description. ATS scans resumes for specific terms that match the job requirements. Here are key customer service skills and keywords to include;

Customer Service Skills

1. Customer Support
2. Client Relations
3. Customer Satisfaction
4. Problem Solving
5. Conflict Resolution
6. Customer Experience
7. Customer Retention

Communication Skills

1. Verbal Communication
2. Written Communication
3. Active Listening
4. Clear Communication
5. Persuasive Communication
6. Telephone Etiquette
7. Email Correspondence

Technical Skills

1. CRM (Customer Relationship Management)
2. Helpdesk Software
3. Zendesk
4. Salesforce
5. Ticketing Systems
6. Microsoft Office Suite
7. Chat Support
8. Live Chat

Problem Solving & Resolution

1. Issue Resolution
2. Troubleshooting
3. Escalation Management
4. Quick Thinking
5. Root Cause Analysis
6. Troubleshooting

Interpersonal Skills

1. Empathy
2. Patience
3. Active Listening
4. Team Collaboration
5. Relationship Building
6. Conflict Management

Time Management & Efficiency

1. Multitasking
2. Time Management
3. Prioritization
4. Task Management
5. Deadline-Driven

Sales Skills

1. Upselling
2. Cross-Selling
3. Sales Support
4. Lead Generation

Performance & Results

1. Key Performance Indicators (KPIs)
2. Customer Feedback
3. Satisfaction Surveys
4. Quality Assurance

Soft Skills

1. Adaptability
2. Positive Attitude
3. Professionalism
4. Resilience
5. Flexibility

How do I describe problem-solving skills in customer service on a resume

Describing problem-solving skills in customer service on your resume involves showing how you identified issues, found solutions, and ensured customer satisfaction. Here’s how you can effectively describe these skills;

Use Action-Oriented Language

Start your bullet points with strong action verbs like resolved, addressed, solved, handled, improved, or managed to demonstrate your involvement in problem-solving.

Explain the Problem and Solution

Describe the challenges you faced and the steps you took to resolve them. Be clear about how you identified the issue and the approach you used to fix it.

Show the Outcome

Highlight the positive results of your actions, such as increased customer satisfaction, quicker resolution times, or improved processes. Use measurable outcomes like percentages or timeframes if possible.

Emphasize Customer Impact

Focus on how your problem-solving skills led to better customer experiences, satisfaction, or loyalty.

Should I include interpersonal skills in the customer service section of my resume

Yes, you should include interpersonal skills in the customer service section of your resume. Interpersonal skills are crucial for customer service roles because they help you build rapport with customers, resolve conflicts, and provide a positive experience. These skills demonstrate your ability to effectively communicate, collaborate, and maintain professionalism when interacting with customers and coworkers.

How to include interpersonal skills

1. Mention them in the job descriptions: Highlight how you used your interpersonal skills to build relationships, address customer needs, or resolve conflicts.
2. Include them in your skills section: Add specific skills such as empathy, active listening, patience, communication, conflict resolution, and team collaboration.
3. Focus on outcomes: Show how these skills led to positive results, such as increased customer satisfaction, repeat business, or better team collaboration.

How do I showcase communication skills for a customer service role

To showcase communication skills for a customer service role, focus on demonstrating both your verbal and written abilities and how they contribute to resolving customer issues and improving their experience. Here’s how to present them;

Highlight Active Listening

Emphasize your ability to listen attentively to customers, ensuring that you understand their concerns before offering solutions. Show how you used this skill to clarify customer needs and respond appropriately.

Focus on Clear and Concise Messaging

Highlight your ability to convey information in a clear and simple manner, especially when explaining complex concepts or instructions. Showcase how you ensured customers understood the information, preventing confusion and errors.

Demonstrate Adaptability in Communication Style

Illustrate how you adapt your communication style to suit different customers, whether it’s being more formal for professional clients or friendly for casual interactions. Show how you adjusted to various customer needs, keeping them engaged and satisfied.

Showcase Your Writing Skills

Include your ability to communicate effectively in writing, whether through emails, chat, or documentation. Highlight your skills in crafting well-organized, grammatically correct, and customer-friendly messages, focusing on clarity and professionalism.

Explain Problem-Solving Communication

Describe how your communication skills helped you to de-escalate tense situations, clarify misunderstandings, and resolve conflicts with customers. Show how you remained calm and diplomatic, ensuring that issues were addressed properly.

Mention Collaboration and Team Communication

Highlight your ability to communicate well with team members and other departments to ensure smooth operations and accurate information exchange. Show how you worked with others to resolve complex customer issues.

Demonstrate Empathy Through Communication

Showcase your ability to empathize with customers, reflecting their concerns and making them feel heard. Emphasize how empathetic communication helps build trust and strengthens customer relationships.

What action verbs can make customer service experience stand out

Using strong action verbs on your resume can make your customer service experience stand out by emphasizing your contributions and achievements. These verbs create a dynamic and professional tone, showcasing your skills and responsibilities effectively. Here are action verbs grouped by categories relevant to customer service roles;

Customer Interaction

1. Assisted
2. Advised
3. Addressed
4. Guided
5. Resolved
6. Informed
7. Supported
8. Interacted

Problem-Solving

1. Resolved
2. Addressed
3. Handled
4. Troubleshoot
5. Rectified
6. Mediated
7. Improved
8. De-escalated

Communication

1. Explained
2. Clarified
3. Corresponded
4. Listened
5. Negotiated
6. Presented
7. Articulated
8. Responded

Relationship Building

1. Built
2. Fostered
3. Strengthened
4. Developed
5. Maintained
6. Retained
7. Collaborated
8. Connected

Operational Efficiency

1. Processed
2. Coordinated
3. Monitored
4. Managed
5. Executed
6. Facilitated
7. Streamlined
8. Prioritized

Results-Oriented Actions

1. Achieved
2. Improved
3. Increased
4. Boosted
5. Enhanced
6. Maximized
7. Delivered
8. Exceeded

Use of Technology and Tools

1. Utilized
2. Operated
3. Implemented
4. Automated
5. Tracked
6. Recorded
7. Optimized
8. Analyzed

Leadership and Initiative

1. Led
2. Trained
3. Supervised
4. Mentored
5. Directed
6. Delegated
7. Proposed
8. Initiated

What are the best examples of teamwork skills for a customer service resume

To showcase teamwork skills on a customer service resume, focus on how you work well with others to achieve goals, solve problems, and create a positive environment. Here are some key teamwork skills;

Working Together

1. Collaborating with coworkers to solve customer issues quickly and efficiently.
2. Sharing information with different teams to provide accurate and timely help to customers.

Handling Disagreements

1. Resolving conflicts between team members or customers and staff professionally.
2. Encouraging cooperation and finding solutions to challenges as a group.

Listening to Others

1. Paying attention to team members’ ideas and using their input to improve how things are done.
2. Staying open to feedback and communicating effectively in team discussions.

Being Flexible

1. Adjusting to changing team roles or tasks to support customer needs.
2. Helping out when workloads increase or responsibilities shift.

Helping Your Team

1. Assisting new team members in learning procedures or policies.
2. Sharing tips or knowledge to help everyone perform better.

Sharing Tasks

1. Dividing work fairly to ensure customer requests are handled on time.
2. Using each team member’s strengths to get tasks done efficiently.

Working Towards Goals

1. Aligning your work with team objectives, such as improving customer satisfaction.
2. Collaborating to achieve group targets and ensure customers are happy.

Showing Empathy

1. Respecting your team’s opinions and valuing their contributions.
2. Building trust by being supportive and understanding during challenges.

Clear Communication

1. Keeping your team updated on customer issues or changes.
2. Providing useful feedback to improve team performance.

Solving Problems Together

1. Brainstorming with colleagues to find new ways to address customer concerns.
2. Working together to improve processes or make workflows smoother.

Should I include technical skills on a customer service resume

Yes, you should include technical skills on a customer service resume. These skills demonstrate your ability to use tools, software, and systems essential for handling customer inquiries, managing data, and improving efficiency. Including technical skills relevant to the role enhances your chances of standing out, especially for positions that involve technology or specific platforms.

Why Include Technical Skills?

1. Showcase Your Expertise: Highlight your proficiency in tools and systems that help streamline customer service tasks.
2. Improve ATS Compatibility: Many job descriptions list technical skills as requirements, and including them helps your resume pass Applicant Tracking Systems.
3. Demonstrate Adaptability: Displaying technical abilities shows you can adapt to new tools and systems as needed.

How to Include Technical Skills

1. Create a Skills Section: List technical skills under a dedicated section labeled "Technical Skills" or "Skills."
2. Integrate into Work Experience: Mention how you used technical skills to achieve results in your previous roles.
3. Tailor to the Job Description: Include skills mentioned in the job posting to align with the employer's needs.

Common Technical Skills for Customer Service Roles

1. Customer Relationship Management (CRM): Proficiency in platforms like Salesforce, Zendesk, or HubSpot.
2. Help Desk Software: Experience with tools like Freshdesk or ServiceNow.
3. Communication Tools: Knowledge of email platforms, live chat software, or ticketing systems.
4. Data Entry and Management: Skills in using Microsoft Excel, Google Sheets, or other database software.
5. Technical Troubleshooting: Ability to guide customers in resolving basic technical issues.
6. Social Media Platforms: Familiarity with handling customer queries on platforms like Facebook or Twitter.
7. Other Software: Experience with Microsoft Office, G Suite, or other productivity tools.

How do I write about handling customer complaints in a customer service resume

To write about handling customer complaints in a customer service resume, you need to show that you can solve problems, stay calm under pressure, and turn unhappy customers into satisfied ones. Here’s how to do it;

Emphasize Problem-Solving

Explain how you listened to customer concerns, figured out the main issue, and provided a solution quickly and effectively.

Show Professionalism

Highlight your ability to remain calm and polite, even when dealing with difficult situations, showing that you can handle stress well.

Focus on Positive Outcomes

Describe how your actions resulted in happy customers, strengthened relationships, or retained their business. Mention how you worked to leave a good impression after resolving issues.

Highlight Communication Skills

Mention your ability to clearly explain solutions to customers and show empathy, making them feel heard and valued.

Use Numbers When Possible

If you can, include details like how quickly you resolved complaints or improved satisfaction ratings to make your achievements stand out.

Talk About Teamwork

If relevant, explain how you worked with others to handle complex complaints, ensuring customers received the best possible service.

Show Commitment to Improvement

Discuss how you used complaints to identify ways to improve processes or services to prevent similar issues in the future.

Can multitasking be highlighted as a customer service skill on a resume

Yes, multitasking is an essential skill for customer service roles and should be highlighted on your resume. It demonstrates your ability to handle multiple tasks or responsibilities simultaneously, which is crucial in a fast-paced environment. Employers value this skill as it ensures efficiency, accuracy, and excellent customer experiences.

Why Multitasking is Important in Customer Service

1. Managing High Volumes of Work: Customer service often involves dealing with numerous customer inquiries while completing administrative tasks.
2. Efficiency: Handling tasks concurrently helps reduce wait times and improves workflow.
3. Adaptability: Being able to switch between tasks based on priority shows flexibility and quick thinking.

How to Showcase Multitasking on a Resume

1. Mention it in the Skills Section: Include multitasking as a key skill, especially if it’s listed in the job description.
2. Incorporate it into Job Descriptions: Highlight how you successfully managed multiple tasks while maintaining high-quality service.
3. Focus on Results: Describe how your ability to multitask improved efficiency, customer satisfaction, or team productivity.

How do I list customer service training or certifications on a resume

Adding customer service training or certifications to your resume shows your skills and dedication to the job. Here’s how you can include them;

Create a Separate Section

1. Use a heading like “Certifications,” “Training,” or “Skills & Certifications.”
2. Place this section either near the top or bottom of your resume, depending on its importance to the role.

Use a Simple Format

1. Write the name of the certification, the organization that issued it, and the date you completed it.
2. If you're still working on the certification, label it as “In Progress.”

Focus on Relevant Certifications

1. List the certifications that match the job requirements, especially those related to communication, problem-solving, or customer service tools.
2. Prioritize well-known or highly recognized certifications.

Include in Work Experience: You can mention how a specific training or certification helped you improve your work, like using new methods to enhance customer satisfaction.

Highlight Key Details: If the certification involved tests or specific achievements include that information, such as completing with top scores or mastering a particular skill.

What customer service skills are most valued by employers

Employers look for certain customer service skills that show you can interact well with customers, solve problems, and create a good experience for them. Here are the most important skills;

1. Good Communication: Being able to explain things and listen carefully to customers is key to understanding and solving their needs.
2. Problem-Solving: The ability to quickly find solutions and fix issues is highly valued.
3. Empathy: Understanding how customers feel and showing that you care helps build trust and improves their experience.
4. Patience: Staying calm, even when dealing with upset or confused customers, is an important skill.
5. Flexibility: Being able to adjust to different situations and handle unexpected challenges is essential.
6. Time Management: Managing your time to handle multiple tasks or customers while making sure each one feels important is important.
7. Tech Skills: Knowing how to use customer service tools like CRM systems or help desks is helpful in modern customer service jobs.
8. Conflict Resolution: Being able to handle and resolve disagreements or problems in a professional manner is crucial.
9. Teamwork: Working well with other team members to deliver great service is important in customer-focused roles.
10. Attention to Detail: Paying attention to the little things ensures your information is accurate and helps maintain customer trust.

Employers value these skills because they help provide a smooth and positive customer experience, which leads to customer loyalty and a strong company reputation. Listing these skills on your resume can help you stand out for customer service jobs.

How can I describe adaptability in a customer service-focused resume

To describe adaptability on a customer service resume, focus on your ability to adjust to new situations, solve unexpected problems, and stay effective in a fast-paced environment. This skill is important because it shows you can meet customer needs even when things change. Here's how to highlight it:

Show Flexibility

1. Talk about how you easily manage different customer preferences and needs.
2. Highlight your ability to change priorities and adjust your work as needed.

Demonstrate Problem-Solving: Explain how you quickly address unexpected issues and find solutions that work for both the customer and the company.

Handle Pressure Well: Show that you stay calm and perform effectively during busy times or in challenging situations, like resolving escalated complaints.

Adapt to New Tools or Processes: Mention how you quickly learn and use new systems or procedures to improve customer service.

Use the Right Words: Include phrases like "adapted to changing priorities," "managed diverse customer needs," or "successfully handled evolving challenges" in your resume.

How do I show empathy as a customer service skill in a resume

To highlight empathy as a customer service skill on your resume, show how you understand customer needs, handle concerns thoughtfully, and build good relationships. Empathy is important because it helps create a positive experience and trust. Here’s how to include it;

1. Add Empathy to Your Skills Section: List "Empathy" or "Empathetic Communication" as a key skill, especially if the job requires strong customer care abilities.
2. Include Empathy in Job Descriptions: Write about how you listened to customers, understood their needs, and provided solutions that matched their concerns.
3. Focus on Resolving Issues: Mention your ability to stay calm and professional in difficult situations while making customers feel understood.
4. Highlight Positive Outcomes: Share how being empathetic improved customer satisfaction, solved issues, or encouraged repeat business.

Employers value empathy because it creates meaningful customer interactions, builds loyalty, and helps resolve problems in a way that leaves customers feeling valued. Highlighting this skill shows that you care about providing excellent service.

How should I format a resume for a customer service position

To format a resume for a customer service job, focus on making it simple, professional, and relevant to the role. Here’s how you can do it;

Pick the Right Layout

1. Use a reverse-chronological format to show your latest and most relevant experience first.
2. If you’re new to customer service, use a skills-based format to emphasize what you’re good at.

Keep It Neat: Use clear headings, bullet points, and a simple font for a clean look.

Add Your Contact Information: Name, mobile number, email, and LinkedIn profile.

Write a Brief Summary: Include a short statement about your customer service skills, experience, and what you want to achieve in the job.

List Your Skills: Mention skills like communication and skilled with tools like CRM software.

Detail Your Work Experience: Focus on what you’ve accomplished in past jobs. Use bullet points to describe your duties and results, like improving customer satisfaction or solving problems quickly. Use numbers to show your impact, like “Handled 50+ customer inquiries daily with a 98% satisfaction rate.”

Include Certifications or Training: If you’ve taken any courses or earned certifications related to customer service, add them here.

Mention Education: List your education, including your degree and where you studied.

Proofread: Check for mistakes and save your resume as a PDF unless the job asks for a different format.

This format helps you present your qualifications, shows you’re professional, and makes your resume stand out to both employers and ATS systems.