Customer Service Skills: What Matters the Most in Customer Service?

A woman wearing a headset and working on her customer service skills.

When you think about customer service skills, what matters the most? Is it a willingness to solve problems? Or perhaps the ability to empathize and actively listen?

Spoiler alert! It’s all of the above.

Read on to discover the most important customer service skills. Following this list will help you master the art of customer support — and will lead you to change customers’ lives for the better!

First, check out this percentage breakdown of which customer service skills are most critical according to our recent survey:

  • Good communication and listening: 31%
  • Friendliness and positive attitude: 18%
  • Knowledge and resolving issues: 15%
  • Honesty and consistency: 15%
  • Personal attention: 12%
  • Promptness: 9%

Good Communication and Listening

Customer service is all about strong communication and active listening. Because the person on the other end can’t see you for visual cues, they must impart your sincerity and expertise through verbal communication.

In other words, that means quick responses and attentiveness. It also means showing the customer you are listening by using communication tactics like repeating what the customer is saying and outlining a plan of action for resolution.

Friendliness and Positive Attitude

Conveying your friendliness and positive attitude as a customer service agent is very important! Did you know the person on the other end can tell when you’re smiling?

Plus, when an agent smiles and maintains positivity, the customer will, too, become more positive and happy. After all, you can’t resolve someone’s customer service issue with a negative attitude. Therefore, start each and every interaction with a friendly and positive outlook.

Knowledge and Resolving Issues

Good communication, listening skills, and a positive attitude can’t solve problems alone. They should be accompanied by knowledge of the product or service and your ability to resolve problems.

Even when policies prevent you from outright solving a problem without escalation, you can still outline how an issue will be resolved. Your understanding of the product or service your company is representing will instill confidence and improve satisfaction when the customer believes you know what you are talking about and can provide a resolution.

Honesty and Consistency

Honesty is always the best policy when it comes to customer service. If you’re unsure of an answer, tell the customer instead of providing an answer that may be incorrect. Then, reassure them that you will do everything in your power to create a lasting resolution for their problem.

Personal Attention

There are a few simple tactics you can use to provide each customer with the personal attention they deserve. Remember each customer’s name and repeat it throughout the interaction. Also, pay close attention to their details and don’t generalize their concerns. Every customer wants to feel heard — and it’s your job to make it happen.


Every customer wants their problem solved as quickly as possible! Try to be as prompt as possible.

Keep these customer service skills top of mind to ensure you always provide the best support possible! Interesting in learning more must-know strategies? Check out these customer service needs to tackle as a support agent.

Recent Service Partner Stories