The In-demand Skill Set of a Customer Service Representative

In an increasingly technical environment, an emerging skill set deviates from that which was traditionally required of customer service representatives. This post will highlight and explore some of the soft and hard skills that are most in-demand in a customer service environment.

Soft Vs Hard Skills

What's the difference between soft and hard skills, and which are more important? Hard skills are measurable abilities that can be learned through education or on-the-job training. They tend to be specific to a particular job role. Examples of hard skills include computing skills, graphic design, accounting and data analysis. 

On the other hand, soft skills are transferrable skills and abilities that apply to most job roles. This category includes a combination of social and interpersonal skills and general employability skills. Examples include planning, teamwork, time management and communication. Soft skills can be developed through targeted training or organically over time through experience. 

Within the customer service sector, specific soft and hard skills are more in-demand than others. 

Essential soft skills for a customer service representative 

While soft skills tend to be helpful in all roles, some are essential for customer service representatives. So, while things like time management, teamwork, and confidence are necessary, we will focus on specific problem-solving skills that give a customer service representative the edge. 

Conflict management

Conflict is inevitable in the customer service industry. If it is mismanaged, it can escalate into a significant issue for the business. Customer service representatives must have effective conflict management and resolution skills, avoiding and resolving conflict efficiently. This requires a degree of empathy to detect potential conflict early and fix it before it escalates or de-escalates a situation where needed. 

Persuasion 

Persuasion skills are advantageous in a customer service environment. The ability to persuade customers to make a purchase, extend a contract or stick with the company when they are considering leaving is so valuable to a business. It helps to boost both customer acquisition and retention. 

Goal-oriented 

Being goal-oriented is a critical trait often overlooked outside of sales environments. But it is an extremely valuable trait in any customer service environment. If a representative is goal-oriented, they are more likely to adopt company values and work towards the business's goals. This translates into building positive relationships with customers, providing good customer service, retaining customers and working towards business and individual targets. 

Decision-making

A representative must have good decision-making skills to solve customer problems and respond quickly. They must weigh up the options quickly and decide on the best course of action. It's vital they understand the options available to them and what is beyond their post. This will allow them to effectively resolve any issues within their capability, while only escalating issues where it is right to do so. When a customer service representative has good decision-making skills, this presents customers with confidence and competence, leaving a lasting impression whether they are contacted with a query or complaint. 

Essential hard skills for a customer service representative

Customer service representatives are increasingly working in more technical environments. As such, a range of hard skills is becoming increasingly desirable within this field, which will be the focus of this section. 

Communication

This one may seem obvious, but while the term is quite broad, specific communication elements are essential for a customer service representative. They must be able to communicate clearly to be understood easily by customers. That includes being concise and able to operate in a time-efficient manner. Furthermore, being a confident communicator and having the ability to adapt tone appropriately to meet customer needs is essential. Additionally, being able to converse in several languages is crucial in today's globalized customer service environment. 

The elements of communication which are most desired in an employee will depend on the specific customer service environment. For example, body language will be less critical in a call center than in a face-to-face customer service setting like retail. 

CRM systems & Customer service tools

Customer relationship systems are integral to the customer service environment. They allow a business to store customer data, track interactions and share information with colleagues. A customer service representative needs to understand the importance of such systems and be competent in their use. While training can be given for the particular system, a customer service representative should understand the importance and have experience with CRM systems. 

Many options are available that include LiveAgent, Freshdesk, SysAid, Kustomer, Zoho Desk, Zendesk Support Suite, LiveChat, Intercom... However, the focus should be on the use of operational CRMs. These differ from their collaborative and analytical counterparts by connecting the departments of a company, giving everyone access to up-to-date customer information. 

Product knowledge

The best customer service representatives have in-depth knowledge of the product or service they are working with. An in-depth understanding of the product allows a representative to provide the best possible information, advice, and solutions. A customer service representative should understand how a product operates, know what makes it stand out from competitors, understand common issues and be aware of any shortcomings it may have. This makes the difference between a representative who can just listen to a customer and one who can offer the best possible customer service by providing in-depth explanations or offering solutions to any issues a customer may be facing. 

Specific technical skills (optional)

Depending on the products and services a customer service representative is working with, there are a range of additional technical skills that may be highly desirable. Those representing technical service providers would benefit from having the specific skills needed for this role. This may include things like Java programming language and troubleshooting. For technology products, for example, if a customer service representative has technical skills specific to the products and services they represent, they will be better equipped to resolve customer queries and problems. 

How Pipplet can help

Historically, there were fewer hard skills required for a customer service role. However, as the world becomes increasingly technical, there is a growing need for customer service representatives to have a broader and more specialized skill set. This being said, soft skills –specifically those relating to problem-solving – are as crucial as ever. 

As a world-class language assessment solution, Pipplet helps you find the right fit for your customer service team. Our tests and knowledge are invaluable, especially in a world where services are increasingly outsourced. We provide support and information to determine the skill set required when hiring a customer service representative.

[Discover] Pipplet pre-hiring tests for Customer Service Representatives