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Key skills you learn in customer services

12/09 2019Posted by: npower Resourcing Team Subscribe to this blog


Richard Branson describes communication as “an art”, more than simply a skill. But like any regular skill, it can be honed. Communication is essential for the transfer of information between individuals and therefore is vital for efficient customer service. For this reason, hiring managers understand the value of finding a candidate with experience in this field. A career in customer service will help you to develop a broad skillset and set you on track to becoming a master in the art of communication. Find out more about these key skills: 

Attentiveness 

Active listening requires first and foremost a high level of attentiveness. We usually recall just 50% of the information immediately after hearing it from someone, but that level of information recall will not suffice when your role in a company is to help customers. Experienced customer support workers engage in conversations by repeating points back. By doing so they’re able to give the most relevant advice and the customer feels as though they have been heard. 

Adaptability 

This type of listening can help you to become more adaptable in a conversation, and take control of the direction that it goes in. In the realm of customer service, you don’t always have the luxury of time to plan your answer. The course of direction that the conversation takes can be unexpected and a customer can become frustrated, even when they might not have been to begin with. These unpredictable interactions act as a reminder to view each customer uniquely and to focus on how you can help them specifically. The Harvard Business Review states that the ability to read signals and act on them provides a company with a competitive advantage

Empathy 

Research by the University of Zurich found that empathy with strangers can be learned, meaning that it isn’t an inherent trait, but a skill that can be refined. If you are empathetic for your customers you are demonstrating the ability to not just sympathise with them, but to feel their frustration or whatever emotion they may be feeling. A YouGov survey found that 51% of people think empathy is on the decline, which makes this interpersonal skill more valuable. It is vital for the development of strong relationships and is a particularly useful way to show the customer that you care even when you cannot give them the solution that they want. 

Coexisting harmoniously 

The research findings suggested that if we develop empathy for people of different nationalities then we are more able to live in “peaceful coexistence”. Strengthening your interpersonal skills may help you to celebrate cultural differences, and better understand different perspectives and approaches that others take. Developing these skills in a customer service role can also help you to relate easier to people with different development styles. We’re very interested in how people may offer alternative outlooks within our community, and that’s why we promote diversity and inclusion

Create a great customer experience 

Perhaps the most rewarding aspect of a job in customer service is that you have the ability to make a lasting impression on someone. Everyone can name with very little hesitation a time when they received excellent customer service. A time when they felt valued as a customer, which strengthened their brand loyalty. 86% of buyers said they would spend more for a high-quality customer experience, which illustrates the importance of being skilled in this area. A customer-facing role gives you the opportunity to make a difference in someone’s day and be a driving force for improving your company’s brand reputation. 

Build your customer service skills 

Developing each of these skills will transform the way that you communicate and greatly benefit your professional development. You will see an improvement in your level of engagement, understanding of others and your ability to demonstrate this. We continually strive to provide a high standard of customer service and give our staff the support to do so. That’s one of the reasons why people love working at npower. 

Become a member of the team

Begin an exciting career at npower and enjoy the benefits of being a part of our community – browse our latest jobs.
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