Critical Skills Needed to Work in Customer Service

Critical Skills Needed to Work in Customer Service

Let’s face it – the customer service industry isn’t for everyone. This is a basic fact, but many individuals who find work in the customer service industry realize it takes certain skills and abilities to succeed. If you are thinking about accepting a customer service job, you will more than likely need to acquire the following skills first.

Active Listening

Do you have the ability to actively listen to others? If you don’t, you may want to choose another industry to work in. Customers and clients will expect you to listen to their problems and complaints, and provide empathetic and supportive feedback. You will also need to absorb a significant amount of information from the conversations you have with others.


Disgruntled and rude customers are a part of daily life in the customer service industry, and when interacting with difficult individuals, you need to maintain a high degree of self-control. Even in the face of insults and accusations, you must exhibit some degree of professionalism. If you don’t, an unpleasant situation can quickly escalate. Learn how to resolve conflicts with others without aggression or anger.


Customer service jobs can be tough from time to time, and if you don’t have a positive attitude, your dream job can quickly transform into a nightmare. Also, customers and clients prefer to interact with workers they perceive to be “nice,” and workers with bad attitudes simply don’t last long.


When dealing with a customer, you must be able to take control of the situation and do what you need to do in an efficient manner. If you are meek or passive, the customer may not have faith in you. However, you don’t want to be aggressive or demanding, which can offend customers. By speaking in a strong, steady voice, asking direct questions of the customers and keeping track of what you need to do, you will convey confidence without being aggressive.

Reach Out to Us

If you are currently seeking a customer service position, you may want to contact United Personnel. We specialize in helping companies find dependable, hardworking employees they can trust. Contact us today to learn about our open positions.