Active listening

Active listening is an important skill in customer support as it helps agents to understand customer problems, needs and feelings in order to provide better solutions. It involves listening closely to a customer, using good body language such as eye contact and nodding, avoiding distractions, and paraphrasing what the customer is saying in order to confirm understanding. Examples: •…


Conflict Resolution

Conflict resolution skills in customer support are the ability to address and resolve customer complaints efficiently and effectively, while maintaining a professional attitude and providing a positive customer experience. Examples of conflict resolution skills include active listening, remaining calm and composed, finding common ground, negotiation, and problem-solving. Additionally, having…


Time Management

Time management skills in customer support refer to an employee's ability to stay organized and be productive in their customer service role. An employee must be able to effectively prioritize tasks and manage their time in order to keep customers satisfied and meet their service expectations. Examples of time management skills in customer support include: setting realistic goals, organizing…


Positive Language

Positive language skills in customer support are the ability to use language in a manner that is professional and respectful. This includes phrases like "I apologize for any inconvenience," or "Thank you for bringing this to our attention." Other phrases that can demonstrate positive language include, "I understand your concern," or "Let me help you with this." This type of language helps to…


Active Feedback

Active feedback is a customer support skill that involves soliciting and actively listening to a customer's comments, feedback, and concerns and then responding in a way that shows you understand and are willing to help. Examples may include probing the customer for additional details, summarizing what the customer has said, and providing helpful suggestions and resources to resolve the…


Persuasion and Negotiation

Persuasion and negotiation skills are customer service techniques and tactics that are used to persuade and negotiate with customers in particular situations. Persuasion is the process of convincing someone to believe in or agree to an outcome or transaction while negotiation is the process of reaching an agreement or compromise between two or more parties. Examples of persuasion and negotiation…


Adaptability

Adaptability skills in customer support refer to the ability to quickly respond to customer needs, requests and expectations. This involves being open to change, exploring alternatives, and being able to adjust processes or strategies to best meet customer requirements. Examples of adaptability in customer support include being able to quickly develop strategies to address customer complaints,…


Problem-solving

Problem-solving skills in customer support are the ability to carefully diagnose customer issues, research solutions, and identify an efficient and effective solution. Problem-solving in customer support also includes being able to take initiative to help customers in challenging circumstances, as well as providing ongoing assistance throughout the entire resolution process. Examples of…


Clear and Concise Communication

Clear and concise communication skills in customer support are the ability to effectively convey messages so that they are understood quickly and correctly by the customer. This includes being articulate, keeping the message succinct, paying attention to the customer's responses, and adjusting the message accordingly. Examples: • Expressing messages in an understandable and professional manner. •…