Great customer service skills show employers you can communicate well and solve problems. You’ll be seen as someone who can handle tough situations and keep clients happy. This makes you a valuable asset to any company. Putting these skills on your resume is easy. You can list things like active listening, patience, and conflict resolution. Don’t forget to back them up with real examples from your past jobs or experiences. This will help your resume shine and catch the eye of hiring managers.
Customer Service Skills: Examples of Soft Skills
Customer service jobs need more than just technical know-how. You’ll need some key soft skills to excel in these roles. Let’s look at the most important ones you should highlight on your resume.
Communication Skills
Good communication is a must-have for customer service. You need to explain things clearly and talk to all sorts of people.
Example Phrases
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- Explained complex product features in simple terms
- Wrote clear emails to resolve customer issues
- Used positive language to defuse tense situations
- Gave clear step-by-step instructions over the phone
- Adapted communication style for different customers
- Created easy-to-understand product guides
- Used friendly tone in all customer interactions
- Simplified technical jargon for non-tech customers
- Communicated effectively with team members
- Presented product info clearly during sales calls
Empathy and Patience
Dealing with upset customers takes a cool head and understanding heart.
Example Phrases
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- Stayed calm when handling difficult customers
- Showed understanding for customers’ frustrations
- Took extra time with elderly or confused customers
- Remained patient during long, complex interactions
- Empathized with customers facing product issues
- Offered comfort to distressed customers
- Showed compassion when addressing complaints
- Maintained composure in high-stress situations
- Patiently explained policies to unhappy customers
- Demonstrated sensitivity to cultural differences
Active Listening Skills
Really hearing what customers say is key to solving their problems. You can highlight your listening skills with these examples:
Example Phrases
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- Asked clarifying questions to understand issues fully
- Repeated key points to ensure correct understanding
- Picked up on subtle cues in customer’s tone of voice
- Summarized customer concerns before responding
- Focused fully on each customer without distractions
- Identified underlying issues not directly stated
- Recognized emotional states through careful listening
- Used customer feedback to improve service
- Listened without interrupting, even when busy
- Accurately documented customer conversations
Positive Attitude and Positivity
Example Phrases
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- Maintained a friendly demeanor in all interactions
- Used positive language to turn complaints into solutions
- Stayed upbeat during high-volume periods
- Brought enthusiasm to every customer encounter
- Kept a smile in my voice during phone calls
- Found silver linings in challenging situations
- Spread positivity among team members
- Approached each day with a can-do attitude
- Turned negative experiences into positive outcomes
- Used humor appropriately to lighten the mood
Problem-Solving Skills
Example Phrases
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- Found creative solutions to unusual customer problems
- Quickly identified root causes of common issues
- Used critical thinking to resolve complex complaints
- Followed up to ensure problems were fully solved
- Came up with workarounds for system limitations
- Analyzed patterns to prevent recurring issues
- Collaborated with other departments to fix problems
- Used logical reasoning to troubleshoot tech issues
- Developed new processes to address customer pain points
- Thought outside the box to satisfy unhappy customers
Adaptability and Flexibility
Example Phrases
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- Quickly learned new products and policies
- Adapted easily to changing customer needs
- Stayed calm and effective during system outages
- Shifted priorities smoothly during busy periods
- Embraced new technologies and tools eagerly
- Adjusted communication style for each customer
- Handled sudden increases in workload with ease
- Remained productive despite frequent interruptions
- Pivoted strategies based on customer feedback
- Thrived in fast-paced, ever-changing environment
Customer Service Skills: Examples of Hard Skills
Customer service jobs require specific technical abilities to excel. These skills help you work efficiently and solve problems effectively.
Computer Skills
Basic computer skills are important for most customer service roles. You need to type quickly and accurately to handle customer inquiries. Familiarity with email, chat systems, and ticketing software is also important.
Example Phrases
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- Proficient in Microsoft Office suite
- Fast and accurate typing skills (60+ WPM)
- Experienced with live chat software
- Skilled in troubleshooting basic computer issues
- Comfortable using multiple screens and applications
- Adept at navigating complex software interfaces
- Familiar with cloud-based collaboration tools
- Capable of quickly learning new computer systems
- Experienced in creating and editing digital documents
- Proficient in using keyboard shortcuts for efficiency
Data Entry and Analysis
Inputting and analyzing customer data is a key part of many service jobs.
Example Phrases
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- Accurate data entry skills with attention to detail
- Experience in maintaining customer databases
- Proficient in creating and interpreting data reports
- Skilled in using spreadsheets for data analysis
- Capable of identifying patterns in customer feedback
- Experienced in tracking and reporting KPIs
- Adept at organizing and categorizing information
- Familiar with data visualization techniques
- Able to extract insights from large datasets
- Skilled in compiling and summarizing customer data
Product Knowledge
Understanding your company’s products or services is important. You need to explain features, benefits, and troubleshoot issues effectively.
Example Phrases
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- In-depth knowledge of company product line
- Skilled in explaining complex features simply
- Experienced in conducting product demonstrations
- Able to quickly learn and retain product information
- Proficient in troubleshooting product-related issues
- Knowledgeable about product compatibility and integrations
- Familiar with product lifecycle and updates
- Capable of comparing products to competitors’ offerings
- Experienced in providing product recommendations
- Skilled in translating technical specs into customer benefits
CRM Software Proficiency
Customer Relationship Management (CRM) software is important in many service roles. You’ll use it to track interactions, manage cases, and access customer info.
Example Phrases
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- Proficient in Salesforce CRM
- Experienced with Zendesk ticketing system
- Skilled in using HubSpot for customer management
- Familiar with Microsoft Dynamics 365
- Adept at customizing CRM dashboards and reports
- Capable of managing multiple customer cases simultaneously
- Experienced in using CRM analytics tools
- Proficient in logging detailed customer interactions
- Skilled in using CRM for lead management and follow-ups
- Able to quickly navigate complex CRM interfaces
Customer Service Skills: Examples of Interpersonal Abilities
Good people skills are key for customer service jobs. They help you work well with others and handle tough situations.
Teamwork and Collaboration
Working as part of a team is crucial in customer service. You need to get along with coworkers and help each other out. This makes the workplace run smoothly and keeps customers happy.
Some teamwork phrases for a resume include:
- “Collaborated with sales team to boost customer satisfaction”
- “Shared product knowledge with new hires”
- “Pitched in during busy periods to help coworkers”
- “Worked closely with IT to solve technical issues”
- “Joined cross-department project teams”
- “Supported colleagues during high-stress situations”
- “Contributed ideas in team meetings”
- “Stepped up to cover shifts when needed”
- “Partnered with managers to improve processes”
- “Fostered a positive team environment”
Conflict Resolution and Complaint Handling
Dealing with upset customers is a big part of customer service.
Example phrases for a resume include:
- “Turned angry customers into loyal fans”
- “Resolved complaints quickly and fairly”
- “Found win-win solutions for tricky problems”
- “Stayed cool under pressure from unhappy clients”
- “Used active listening to understand customer issues”
- “Followed up after conflicts to ensure satisfaction”
- “Negotiated refunds and exchanges tactfully”
- “Diffused tense situations with empathy”
- “Applied company policies while meeting customer needs”
- “Escalated issues appropriately when needed”
Leadership and Management
Even if you’re not a manager, you can show leadership in customer service. This means taking charge of situations and guiding others when needed.
Here are leadership examples for a resume:
- “Trained new team members on company policies”
- “Led daily team huddles to share updates”
- “Mentored junior staff on customer service best practices”
- “Organized team-building activities”
- “Stepped up as shift lead when manager was away”
- “Created new system for handling customer feedback”
- “Motivated team to meet sales goals”
- “Delegated tasks during busy periods”
- “Implemented ideas to improve team efficiency”
- “Recognized by management for problem-solving skills”
These skills show you can work well with others and handle tough situations. They’re great to highlight when applying for customer service jobs.
Additional Competencies for Excellence
Customer service pros need more than just people skills. You can stand out by mastering a few key abilities that make you shine on the job and on your resume.
Time Management and Multitasking
Juggling tasks is important in customer service.
Example Phrases
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- Efficiently managed 50+ daily customer inquiries
- Balanced multiple priorities in a fast-paced environment
- Reduced average call handling time by 15%
- Maintained 98% on-time completion rate for tasks
- Streamlined workflow to increase productivity by 20%
- Implemented time-saving strategies for team efficiency
- Consistently met or exceeded daily performance targets
- Handled concurrent chat sessions with 5+ customers
- Prioritized urgent issues while managing routine tasks
- Developed system for tracking and following up on open cases
Detail-Oriented Approach
Little things matter in customer service. Being detail-oriented helps us catch issues before they become problems.
Example Phrases
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- Maintained 99.9% accuracy in order processing
- Spotted and fixed billing errors, saving customers $10,000 annually
- Created detailed notes for seamless case handoffs
- Performed thorough quality checks on all outgoing correspondence
- Meticulously tracked customer interactions and preferences
- Caught and resolved discrepancies in inventory records
- Ensured 100% compliance with data entry protocols
- Developed comprehensive FAQs to address common issues
- Maintained up-to-date knowledge of product specifications
- Implemented system for double-checking all customer orders
Creative Problem Solving
Tricky situations pop up all the time in customer service.
Example Phrases
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- Devised innovative solutions for complex customer issues
- Turned negative reviews into positive outcomes through creative resolutions
- Created workarounds for system limitations to meet customer needs
- Developed new process that cut complaint resolution time by 30%
- Implemented customer feedback to improve product features
- Designed loyalty program that boosted customer retention by 25%
- Crafted personalized solutions for high-value accounts
- Pioneered social media response strategy for urgent issues
- Repurposed outdated inventory to fulfill special customer requests
- Initiated cross-department collaborations to solve recurring problems
Understanding Customer Service
Customer service is all about helping people. It’s the support we give to customers before, during, and after they buy something. Good customer service makes people happy and want to come back.
Some examples of good customer service include:
- Greeting customers with a smile
- Answering phone calls promptly
- Helping customers find products
- Resolving complaints quickly
- Following up after a purchase
Customer support goes beyond just selling products. It’s about building relationships. When we provide excellent service, customers trust our business more. This can lead to loyal customers who keep coming back.
Showing your dedication to customer service on your resume is key. It tells employers you’re serious about keeping customers happy.
Here are some phrases you can use on your resume to show your customer service commitment:
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- Dedicated to customer satisfaction
- Passionate about helping others
- Committed to finding solutions
- Eager to exceed expectations
- Focused on building customer loyalty
- Skilled at turning complaints into opportunities
- Motivated to create positive experiences
- Driven to resolve issues promptly
- Enthusiastic about meeting customer needs
- Devoted to delivering exceptional service
Professional Experience and Achievements
Your work history and accomplishments are key to landing a customer service job. Showcasing your past roles and highlighting relevant tasks can make your resume stand out.
Showcasing Work Experience
List your jobs in reverse order, starting with the most recent. Include the company name, your job title, and dates of employment. Focus on roles that relate to customer service, even if they weren’t your main duties.
Example phrases for a resume:
- “Resolved 50+ customer inquiries daily”
- “Maintained a 98% customer satisfaction rating”
- “Trained 10 new team members on company policies”
- “Received Employee of the Month award twice”
- “Managed a team of 5 customer service representatives”
- “Improved response time by 25% through new processes”
- “Handled 100+ calls per day in a fast-paced environment”
- “Increased customer retention rate by 15%”
- “Consistently met or exceeded sales targets”
- “Resolved complex issues for VIP clients”
Highlighting Relevant Job Descriptions
For each job, list 3-5 bullet points that show your customer service skills. Use action verbs and include specific results when possible. This helps employers see how you can help their company.
Example phrases for a resume:
- “Answered customer questions about products and services”
- “Processed refunds and exchanges efficiently”
- “Collaborated with shipping department to resolve delivery issues”
- “Upsold products, increasing average sale by 20%”
- “Handled customer complaints with empathy and professionalism”
- “Assisted customers with account setup and troubleshooting”
- “Maintained accurate records of customer interactions”
- “Provided product recommendations based on customer needs”
- “Coordinated with other departments to solve complex issues”
- “Implemented new customer feedback system”
Resume Optimization for Customer Service Roles
Your resume is your ticket to landing a great customer service job. Let’s look at how to make it stand out and catch the eye of hiring managers.
Applicant Tracking Systems (ATS) Compatibility
Many companies use ATS to scan resumes before they reach human eyes. To get past these systems, keep your resume simple and clean. Use standard fonts like Arial or Calibri. Stick to common headings like “Work Experience” and “Skills.” Avoid fancy designs or graphics that might confuse the ATS.
Make sure your contact info is at the top of the page. Use a clear format for your work history, with company names, job titles, and dates. Don’t use tables or columns, as these can jumble your info in the ATS.
Save your resume as a .doc or .pdf file. These formats are usually ATS-friendly.
Using Powerful Keywords
Keywords are like magic words that can make your resume pop. Look at the job posting and use the same words they use. If they say “conflict resolution,” put that on your resume if you have that skill.
Some good customer service keywords are:
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- Customer satisfaction
- Problem-solving
- Communication skills
- Patience
- Multitasking
Sprinkle these throughout your resume, especially in your skills section and job descriptions. But don’t go overboard – use them naturally.
Crafting an Engaging Resume Summary
Your resume summary is your chance to shine in just a few sentences. Think of it as your elevator pitch. Keep it short and sweet – about 2-3 lines.
Start with your job title and years of experience. Then, highlight your top skills and achievements.
For example:ย “Friendly customer service rep with 3 years of experience. Skilled in resolving conflicts and boosting customer satisfaction. Received ‘Employee of the Month’ award twice for excellent performance.”
This gives a quick snapshot of who you are and what you can do. It’s the perfect way to grab a hiring manager’s attention right off the bat.
Preparation for Interviews
Getting ready for customer service interviews can boost your chances of landing the job. Here are some key areas to focus on as you prepare.
Common Customer Service Interview Questions
Be ready for questions about handling tough customers. Practice answers to “Tell me about a time you dealt with an angry customer.” You might say, “I once had a customer upset about a late delivery. I listened to their concerns, apologized sincerely, and offered a discount on their next order. They left happy and became a repeat customer.”
Another common question is “How do you stay calm under pressure?” You could answer, “I take deep breaths and remind myself that the customer’s frustration isn’t personal. I focus on finding a solution rather than getting stressed.”
Expect questions about your strengths too. For “What’s your best customer service skill?” you might say, “I’m a great listener. I pay close attention to what customers say so I can fully understand their needs.”
Related: Top 10 Job Interview Questions & Answers
30 Smart Examples: Job Interview Questions & Answers
Effective Communication in Interviews
- You can show off your communication skills during the interview: make eye contact and smile to seem friendly and confident. Use a clear, calm voice when speaking.
- Listen carefully to each question before answering. If you need a moment to think, it’s okay to say, “That’s a great question. Let me think about that for a second.“
- Give specific examples when possible. Instead of just saying you’re good at solving problems, share a story about how you helped a customer.
- Ask questions too. This shows you’re interested in the job. You might ask, “What does a typical day look like in this role?” or “How does your team handle difficult customers?” Related: 30 Smart Questions for โDo You Have Any Questions?โ in a Job Interview
- After the interview, send a thank-you email. Keep it short and sweet, like: “Thanks for your time today. I enjoyed learning more about the position and think my skills would be a great fit.” Related: How to Write a Perfect Thank You Email After an Interview