15 Customer Service Skills & How to Improve (Step-by-Step)

In the midst of daily struggles, we forget that great support does not come from some mysterious alchemy of magnetism and magic.

instead, it arises from a certain set of core competencies.

Reading: Reviews how to improve customer care agent list

Behind the scenes of every experience are achievable skills that separate the average or frustrating from the truly exceptional.

Fair warning: this article is long. (which is fitting for such a central issue to successful support).

To make it easier to apply, we’ve put together one-page documents on each skill below that include brief definitions and five steps to bring them to life.

but what skills matter? And how do you take your team, business or career to the next level? to answer those questions…

Here are 15 customer service skills along with step-by-step instructions on how to improve each one:

1. developing empathy as a cornerstone

The ability to experience other people’s thoughts and feelings from their point of view, rather than our own. identify with or be sensitive towards.

Empathy is the basis of support. that is because it is the basis of all relationships.

Fortunately, empathy isn’t something you’re born with or without. it can be learned from a young age or improved as you get older.

even if we haven’t experienced what a person is going through, empathy allows us to understand their emotional reaction to a particular situation.

As customer service agents, we are often so focused on what we are going to say next that we miss the opportunity to listen and be present. this is a common scenario, particularly when someone has a negative customer experience.

Above all, people want to feel understood, respected, and supported.

steps to develop empathy

  1. spend time with people who are different. exposing ourselves to opposing points of view enhances empathy. as long as our goal is to understand and not to disagree. try emailing a friend with opposite policies. or connect with someone on a separate team at work. Wondering how to start those conversations?
  2. get a set of questions and empathy cards. Created in conjunction with Sub Rosa’s popular Applied Empathy series, each card contains a thought-provoking question to spark meaningful conversations. these are fantastic for team building; even better to skip to step one.
  3. Join an acting or improv class. no job in the world requires you to put yourself in someone else’s shoes more than acting. taking a beginning class at a community center or community college is a great way to learn how to do this.
  4. test your emotional intelligence (eq).the great good science center at u.c. Berkeley has developed a short online quiz to measure how well you read other people’s emotions through facial expressions. (It’s harder than you probably think.)
  5. recommended resource: daniel pink has a whole new mind.“empathy is about putting yourself in another person’s shoes, feeling with your heart, seeing with your eyes. Not only is empathy hard to outsource and automate, it makes the world a better place.”
  6. 2. exude positivity when observing your words

    a deliberately optimistic state of mind; looking for what is right, instead of what is wrong, and aligning our words with that objective.

    It’s a universal truth that we can’t change how we feel. not directly anyway. telling someone, “just be happy,” is just as effective as saying, “just grow six inches.”

    none can be done by an act of the will.

    so how do you become more positive? making a conscious choice to replace negative words with positive words: both verbally and mentally.

    Positivity does not refer so much to your outlook on life, but to the language you use.

    To understand the power of positive language, think about the negative language that no one likes to hear and the kind of reactions it might provoke:

    • “it’s against policy to give you that.”
    • “That’s not our fault. it’s yours.”
    • “you can’t do that.”
    • “calm down.”
    • “no.”
    • steps to practice positivity

      1. make a list of negative phrases in customer service. start with the short list above. pick up the five customer service phrases to avoid at all costs here. or, better yet, write your own versions of love-to-hate responses and repartee.
      2. Brainstorm positive ways to rephrase them. from: “I don’t know”. to: “I’ll talk to the right team member and get back to you as soon as possible.” of: “please calm down”. to: “I’m sorry. I get it. I would be frustrated too. this is what should help.”
      3. Rewrite your submitted responses frequently. Review email templates, direct messages, and FAQs in your knowledge base. Identify negative language by paying close attention to your list, as well as the dreaded “but” word. then rewrite them.
      4. listen to your own thoughts. more formative than what we say to others is what we say to ourselves. everyone has a unique set of repeating negative self-talk scripts. especially when we get stressed. dig up yours. then capture and replace.
      5. recommended resource: martin e.p. seligman, learned optimism. “What’s crucial is what you think about when you fail, using the power of ‘non-negative thinking.’ ”
      6. 3. practice patience by knowing your triggers

        accept or tolerate delays, complaints or suffering without developing counterproductive responses such as anger or irritation.

        Customer service is not an easy job. sometimes customers will get mad at you. sometimes they will need extra attention to understand what seems obvious. and sometimes they will attack.

        No matter what the problem, the worst thing you can do in any of these situations is lose your cool.

        not only does patience help you provide better service, but a study from the university of toronto found that being impatient impairs our ability to enjoy life and makes us worse at doing difficult things.

        Several additional studies have also shown that people who are patient tend to be healthier, happier, and more successful.

        how to improve patience

        1. Understand the addictive nature of anger, irritation, and outrage. the more you feel these emotions, the more likely you are to continue to feel them. impatience breeds impatience. On top of that, it also reinforces the very emotional states that prevent us from being useful.
        2. improve your attitude towards discomfort and pain. When he feels his patience running out, remind yourself, “This is just uncomfortable, not intolerable.” This too shall pass. Furthermore, suffering is life’s greatest opportunity to learn. hug him.
        3. Pay attention to when the irritation starts. Find the external triggers that push your buttons. make a list of your usual suspects (impatience). internally, be careful with body language such as clenching your teeth or clenching your fists. that way, you can correct course before it’s too late.
        4. control your internal dialogue. Just like positivity, the things we tell ourselves have an uncanny ability to come true, whether they are positive or negative.
        5. recommended resource: jane bolton, psychology today“most people who are patience ‘pros’ recommend that we train ourselves to work with little aches and pains so that when the big ones come, we’ve developed the patience we need for adversity.”
        6. 4. aim for clarity over persuasion

          easy to understand. the elimination of ambiguity in communication. relying on clarity is persuasion: people must understand before they can be convinced.

          Clarity is not only important for your client to feel confident and empowered, but it can also have a huge impact on your bottom line.

          what if you could send one less email per support interaction because you don’t have to clarify anything your customer didn’t understand the first time?

          if you respond to 300 requests a week (on the low side for an average-paced client), 15,600 fewer emails are sent in a year.

          do you think the estimate is too high? even if you could send 0.25 fewer emails, on average, a very reasonable expectation, you would still send 3,900 fewer emails per year.

          that’s not insignificant, and makes a great argument for mastering crystal clear communication skills.

          the secret ingredient is structure…

          how to achieve clarity

          1. define technical terms. don’t be afraid to use technical terms when necessary. include definitions in plain language. in fact, consider making a cheat sheet of 10-15 core difficult words for your product or service.
          2. never assume they “read it”. it’s not about someone reading your email or chat response. rather, it’s about thinking that just because you covered it in your onboarding process or in your knowledge base, they already get it.
          3. Put the most important information first. if there’s something a user absolutely needs to know before they jump into the action process, do it the first thing they see. (This goes back to adding links to the terms in number one or explaining them.)
          4. write in chronological order. make sure the order of the steps in the support process makes sense. a great exercise is to write the instructions for making a peanut butter and jelly sandwich. then have a coworker follow them. it’s amazing how much we left out.
          5. recommended resource: ann handley, writes everyone.“our brains crave order: structure, patterns, parallelism. your job as a writer is to create that order. the clearer the writer, the more confident the reader feels.”
          6. 5. keep it simple, stupid

            the quality of being uncomplicated. simplicity of word unvarnished, single-minded purpose that makes understanding easy.

            See also: The 14 Best Customer Service Tools [2022 Ready] – Channels

            If clarity is about order and structure, simplicity lives or dies by one rule: less is more. less jargon. smaller words. shorter sentences. fewer ideas.

            keep things simple without distorting what needs to be done—empowers the customer. removes the barriers of doubt and confusion, placing them safely in the driver’s seat.

            complexity, on the other hand, quickly breeds confusion, impatience, and other negative emotions that become counterproductive to resolving the original query.

            “if you can’t explain it to a child, you don’t understand it yourself.”

            taking inspiration from that vein, reddit’s explanation as if it were five years old distills complex topics into simple language. here is one of my favourites:

            “Email is like a written letter that arrives in seconds instead of days. Google is a company that runs many websites, the largest of which is a search engine. a search engine is a phone book for other websites.”

            how to perfect simplicity

            1. beware of “the curse of knowledge”. the more we know about a subject, the more difficult it becomes to teach it. psychologists call this the curse of knowledge: a cognitive bias that assumes that other people have the necessary background to understand what we do.
            2. record your a-ha moments. To combat the curse of knowledge, take note of your own defining moments. write down your experiences from not knowing to knowing catches as they happen so you can guide others down the same path.
            3. ask, “what can I remove?” Before you hit send on a support message, your final step should always be to mercilessly blast it for something to exclude. Also, look for opportunities to simplify from paragraphs to sentences, phrases to words.
            4. Have a goal. You may need to explain several ideas and include several steps to address someone’s need. But every time you communicate, whether by email, chat, or phone, stick to one goal: one result at a time.
            5. recommended resource: william zinsser, on writing well“the writer must constantly ask himself: what am i trying to say? surprisingly often, he doesn’t know it. then he must look at what he has written and ask: did I say it? Is it clear to someone encountering the subject for the first time?”
            6. 6. cultivate curiosity through questions

              have a strong desire to venture into the unknown with the intention of learning or discovering something new. be inquisitive and question.

              When we’re young, we’re naturally curious. our minds are full of questions. but as we get older, it’s more common to accept things as they are and lose our sense of wonder.

              Curiosity is a skill that we must learn to adopt in customer service. why?

              because curious people ask better questions, unlock deeper insights, and solve more complex problems.

              Question, Investigate and Learn: Curiosity leads us to the answers we need to build better customer relationships and uncover the root causes of problems. Harvard Business Review research found that curiosity is vital to an organization’s performance.

              In addition, curiosity makes us less defensive and less aggressive in stressful situations.

              how to feed your curiosity

              1. ask more questions. No matter how much information someone shares, it’s critical to dig deeper to gain better insights. furthermore, he keeps asking “why”. be curious about why things are done a particular way or why your customer feels the way he feels.
              2. inquire, but do not interrogate. There’s a fine line between trying to understand and questioning a customer. Normally, this comes down to our own internal state of mind. questions cannot be a veiled attempt to prove someone wrong.
              3. focus more on the problem. We are often so focused on solving problems that we don’t take the time to figure out how the problem occurred in the first place. when venturing into unfamiliar territory, look for the root of the problem.
              4. exit the script if necessary. Speaking of unknown territory, nobody likes the unknown; But that’s where you’ll discover the true benefits of curiosity: untapped insights. approach the unknown as a reporter, explorer or scientist: your only goal is to discover.
              5. recommended resource: amy singh, tedx talk. “so my challenge to you is to follow your curiosity. And when those tough barriers come up, go deep within and see if you can find that little child’s voice, the one that gets quieter as we get older, and be inspired.”
              6. 7. listen attentively and actively

                Listen actively and pay close attention to what is being said or done. be alert, watchful, and responsive.

                attention body language means maintaining eye contact in person or eliminating distractions digitally. it involves honing our listening skills, engaging with the topic at hand, and responding with the right questions or answers.

                if you’re in a bustling call center or open office with music and other conversations all around you, attention can be a challenge.

                however, a lack of attention leads to unhappy customers, which can escalate already sensitive situations and take longer to resolve.

                Being attentive allows you to address customers’ real needs, rather than what they think they need, often two very different things. it’s up to you to help them realize that.

                “in our increasingly noisy world,” explains sound expert julian treasure, “we are losing the ability to hear.”

                how to be more attentive

                1. Immerse yourself in the silence. take three to ten minutes each day to reset your ears and recalibrate your mind. this habit works well at the beginning of the day and can be a blessing in the midst of busy seasons. if you can’t get complete silence, find a quiet space to…
                2. enjoy the mundane. savor the everyday sounds that surround you: a coffee machine, a dryer or the keyboard when you type. You will find that even the most mundane sounds can be interesting. (Julian calls it “the hidden choir”.)
                3. do one thing. multitasking is a myth. when we multitask, what we are really doing is “tasking,” which consumes brainpower. discipline yourself to focus on the customer, the whole customer, and nothing but the customer.
                4. adjust your “listening positions”. This is about mental posture. For example, try listening to a podcast from a critical perspective, validating each statement. then listen again from an empathic perspective where you focus only on the emotions.
                5. recommended resource: julian treasure, ted talk “rasa means ‘to receive,’ which means to pay attention to the person; ‘appreciate’, making little noises like ‘hmm’, ‘oh, ok’; ‘summarise’: the word ‘then’ is very important in communication; and ‘ask’, ask questions afterwards.”
                6. 8. learn to prioritize, then automate

                  the action or process of ordering competing claims; manage both time and expectations more effectively. put first things first.

                  When a customer contacts, they expect a timely response. When multiple customers demand your attention at the same time, those individual expectations don’t change in the slightest.

                  Answering all queries at once is physically impossible, unless everyone has asked common questions. in those cases, automation, email templates, and a searchable knowledge base can be a boon.

                  if only it were always that simple…

                  If you don’t manage your time effectively and prioritize tasks, you can easily become nervous, resentful, and frustrated.

                  You can also compromise a sale by leaving new customers waiting too long for a response.

                  how to prioritize better

                  1. create a rating system. Does your company have a system that helps you decide which questions need urgent attention? Is everyone on the same page as to what should go down in order of importance? if not, create a plan now before the storm hits.
                  2. consider the impact or consequences of the situation. Are there direct and urgent consequences if the problem is not solved? Are those monetary consequences? Or is the client simply more demanding than someone with real interests at stake?
                  3. know when it’s time to move on. spending too much time with a client can also be detrimental. learn how to wrap up the conversation and summarize the next steps. (See the Closing skill for more information.)
                  4. Don’t work more than necessary. there will also be times when you just don’t know how to help. it’s okay to acknowledge your limitations. Instead of running down rabbit holes, or chasing your own tail, connect the customer with the right person.
                  5. recommended resource: charles hummel, tyranny of the urgent“there is a regular tension between things that are urgent and things that are important, and all too often, the urgent wins out.”
                  6. 9. keep your composure

                    remain calm in the face of adversity and stay in control of your emotions when the unexpected happens.

                    Some clients can make it difficult to maintain your composure, but the moment you lose your cool is the same moment you lose the ability to be helpful.

                    (Easier said than done.)

                    why? because we are human. we are deeply sorry.

                    In addition to the daily stress of serving customers, you may be facing something personal. maybe you just started the day badly. And of course, the same could apply to the frustrated customer on the other end of the conversation.

                    but as soon as your actions are hijacked by emotions in a tense customer scenario, productivity ceases. you end up with a moral dilemma because you broke down in the heat of the moment.

                    how to keep your composure

                    1. breathe. While the other person is talking, or before you respond in writing, take time to breathe. slowly and deliberately. measured breaths calm the body, lower blood pressure, and force oxygen back to the brain.
                    2. beware of stopping. stop means hungry, angry, lonely, or tired. Since it’s impossible to separate external stress from the customer in front of you, be aware of these physical and emotional states.
                    3. don’t fall for the fundamental attribution error (fae). the fae is our natural tendency to explain someone’s actions in terms of their personality and underestimate the influence of situational factors. from: “they are idiots”. to: “what could be going on in her life, I can’t see?”
                    4. Delay the conversation or your response. composure is lost. that’s fine, as long as you’re willing to walk away. Is there someone who can jump for you? can you reschedule the conversation? never feel that calling time out is a sign of weakness. it’s strength.
                    5. recommended resource: robert i. sutton, the jerks survival guide. “A supervisor instructed me, ‘if you talk more and more and more softly, they are going to have to stop to listen or they are not going to hear what you are saying at all. The stronger you get, the stronger they get. and if you start to tone it down, they start to tone it down.’”
                    6. 10. thicken your skin

                      Receive harsh comments or criticism and not allow yourself to get angry or offended by it. to be strong, unconditional or resistant.

                      Thick skin doesn’t come naturally to everyone. but if you’ve been in the customer support trenches, you already know how valuable it is.

                      See also: How to Set Up a QA Program and Improve Customer Service

                      There will always be someone who disagrees, insults you, yells at you, or embarrasses you.

                      No one enjoys these experiences, but we can all learn to deal with them.

                      We tend to take things personally, even when it has absolutely nothing to do with us. if you’re dealing with a disgruntled customer, you might get upset. remember that it is not you with whom they have a problem, it is the situation.

                      how to develop thick skin

                      1. Don’t take things personally. once again, easier said than done. Give your ego a rest and reframe the person’s bad behavior around the fact that it’s not about you. (Oh, and since we know this is very complicated, humility will be our next skill.)
                      2. know your personal emotional cues. be self-aware when you let others get to you, and learn to regulate your reactive emotions using breathing techniques, taking time off, and healthy self-care habits outside of work.
                      3. Don’t run away from confrontation. At the same time, challenge yourself to be direct and discuss the issue further using a calm tone of voice and staying as objective (logical) as possible. naturally, this is a balancing act with asking for a timeout.
                      4. Think of others. Instead of getting caught up in your own ball of emotions and feeling sorry for yourself, acknowledge how the other person is feeling and focus on that. with this, we return to empathy as the basis.
                      5. Recommended resource: Marcus Aurelius, Meditations“When you wake up in the morning, tell yourself: The people I deal with today will be nosy, ungrateful, arrogant, dishonest, jealous, and surly. they’re like that because they can’t tell right from wrong.”
                      6. 11. hone your humility

                        The ability to set aside ego, desires, or needs to serve others. willingness to admit when you are wrong or don’t have the answer.

                        we all crave approval. To a greater or lesser degree, we find our self-esteem in the eyes of other people. pride is the natural human impulse to protect our reputation: to look good.

                        ironically, pride manifests itself in two opposite responses: (1) defending ourselves and (2) doubting ourselves. the first is about egocentrism. the second, self-pity. but the root of each is the same.

                        “Humility is not thinking less of yourself, it is thinking less of yourself.”

                        In customer service, pride rears its head through a relentless quest to solve problems in our solitude. The truth is, you don’t have to have all the answers. humility allows us to be comfortable with what we don’t know and be proactive about it.

                        For many of us, humility is one of the most difficult traits to develop, because it has to start with the recognition that you are not always right and it requires an acceptance of yourself that many of us find challenging.

                        how to develop humility

                        1. Use the first person plural when describing solutions. I don’t want this to be a 9th grade English lesson, but pronouns matter. When telling a customer how to solve a problem, use “we” as much as possible. this puts you, your team and the client in the same boat.
                        2. use the first person singular when describing errors. when something goes wrong, the opposite should be used. as you take responsibility, use “i”. “we” or “it”, if you are referring to a product or service, sometimes works. but the responsibility is yours (see, ownership).
                        3. accept “I could be wrong”. this applies to both the solutions you provide and your assessment of the problem. treat each statement as a hypothesis and actively seek to refute your assumptions (like a scientist).
                        4. separate the facts from the stories. One way to follow the last step is to force yourself to distinguish between facts and stories. facts are objective realities that can be proven in court or in a laboratory. everything else is history: our fallible interpretation of the facts.
                        5. recommended resource: dan cable, how humble leadership really works“to put it bluntly, servant leaders have the humility, courage, and insight to admit that they can benefit from the experience of others who are less powerful than they are . they actively seek out the unique ideas and contributions of the [people] they serve.”
                        6. 12. adapt, adapt, adapt

                          Open to change and quickly modifies thoughts and actions to respond positively. be flexible instead of rigid, fixed in our customs or immovable.

                          We all aspire to be adaptable and carefree. However, let’s face it, our actions and responses to change can sometimes be anything but.

                          adapting to customers allows you to control the situation without disempowering the customer. this makes the customer still feel served and appreciated.

                          Unfortunately, there are many negative characteristics that undermine your ability to adapt in customer service:

                          • rigidity: “it can only be done this way: my way.”
                          • openness: “how come you don’t understand this?”
                          • dissatisfied: “no, I don’t agree at all with what you say.”
                          • unreachable: “why are you calling me with this dumb question?”
                          • resistance: “this is the way we’ve always done it. that’s the way it is.”
                          • competition: “you don’t know what you’re talking about. (subtext: I am the expert.)”
                          • how to cultivate adaptability

                            1. recognize your biological predisposition. old habits are hard to die. that’s not just a cliché; it’s science change is hard it’s because our brains literally mold themselves based on how we normally think and act. but stiffness is only half the story.
                            2. also recognize “neuroplasticity” luckily, brains can change. this is due to neuroplasticity: the pathways in our minds get stronger with repetition. when we think or act in a new way over and over again, we physiologically rebuild our neural network.
                            3. cultivate adaptability as a habit. have the intention to think and act differently. For example, instead of getting caught up in a heated exchange, wrap a rubber band around your wrist and flick it gently like a trigger to interrupt your old way of responding.
                            4. practice it every day. becoming more adaptable will require effort, time, and repetition. make note of the small gains at the end of each day and reflect on situations where you could have been more adaptable to learn next time.
                            5. recommended resource: charles duhigg, the power of habit“this is how willpower becomes a habit: by choosing a certain behavior ahead of time and then sticking with that routine when you reach a tipping point.”
                            6. 13. take ownership and responsibility

                              the act of owning a situation, problem or challenge and seeing it through to resolution; taking control and taking responsibility.

                              At first, ownership may seem contrary to adaptability, in particular, the idea of ​​taking control. it is not.

                              Think of it like this: When a client seeks help, they feel lost, overwhelmed, and insecure. not meeting those conditions with a firm and steady hand leaves them trying to solve the problem alone. worse still, they don’t have all the resources that you have.

                              you need to own the interaction if you’re really going to help them.

                              Of course, taking ownership doesn’t mean you have to solve the problem yourself. rather, find a way to make sure it gets resolved.

                              Ownership language like “let me see how I can help you, and if not, I’ll find the right person” prevents customers from feeling rejected and isolated.

                              how to take ownership

                              1. Lead the conversation. Take charge and let the customer know they are in good hands. Trust is a very important factor in getting high service ratings. and confidence comes from quick responses that show confidence without arrogance.
                              2. keep it actionable. Break down the issues so that there is agreement on both sides regarding the issue. offer tangible steps they can take. if the customer can’t fix it themselves, share your team’s action plan with them.
                              3. proactively follow up. leave no stone unturned. you own this, the client is just following your lead now. In addition to tangible steps and actions, agree on timelines for each. then if you miss a deadline, be the first to sign up.
                              4. explain, but don’t excuse. the difference between an explanation and an excuse is a tightrope. the separation lies in our motivation. excuses defend our actions. the explanations make them clear. make accepting responsibility your default position.
                              5. Recommended resource: Jocko Willink, Extreme Ownership.“Implementing Extreme Ownership requires controlling your ego and operating with a high degree of humility. admitting mistakes, taking charge, and developing a plan to overcome challenges are integral parts of any successful team.”
                              6. 14. act confidently

                                communicating expertly to provide the mutual feeling that questions were answered and issues acknowledged, addressed and resolved.

                                flowing directly from ownership is trust.

                                trust provides security and closure. customers feel certainty as they move forward, as well as a clear resolution at the end of the support exchange.

                                The converse is also true. customers can smell blood. Without trust, they will become restless, anxious, and irrational. they will continue to email, call, or ask to speak to a manager until he can give them closure.

                                steps to build trust

                                1. Manage expectations from the start. If you can’t respond immediately to new requests, help customers understand. simple auto replies to let people know your team responds within 24 hours is much better than a day of silence. their patience depends on your transparency.
                                2. address all questions. Instead of dodging complex or thorny queries, dive headfirst and systematically address each and every concern raised by a customer. Even if your response is “I need to look into that further,” don’t ignore any part of their email, phone, or chat.
                                3. Keep your promises. don’t say you’ll call back at 9 a.m. m. with more information and decide not to call because the situation has not changed. you’d better call the client like you promised and still give them that update.
                                4. Let your body guide you. Trust can be hacked through body language, even when customers can’t see us. “power posing”, as amy cuddy calls it, means making our bodies bigger. not gain weight, but assume postures that extend our arms, shoulders, and legs.
                                5. recommended resource: amy cuddy, your body language can shape who you are.“two minutes [of power poses] leads to hormonal changes that either configure your brain to be basically assertive, confident and comfortable, or really reactive to stress , and feeling a little closed off.”
                                6. 15. become a teachable teacher

                                  The willingness and ability to learn from others.

                                  Once you accept that you don’t know everything, then you can embrace teaching.

                                  What defines a teachable moment?

                                  This is when you have the opportunity to learn something new, either from someone else (a client) or by learning it yourself.

                                  Learnability is taking the initiative to read company updates sent to your email, understanding changes that have been made to a particular product or service, and making the most of any training you are given toast.


                                  “he who stops learning is old, whether he is twenty or eighty years old.”

                                  Having in-depth knowledge about the product or service can really set you apart on a customer support team. makes it truly invaluable because you are more equipped to handle the complex and unknown problems.

                                  how to cultivate teaching ability

                                  1. surround yourself with mentors. In a perfect world, this would be leadership within your company; most notably, his manager. the next best are the people you look for in other non-competing organizations. Regardless, set clear goals for what you hope to achieve from the start.
                                  2. trust the technicians. Within every business there are builders, developers, and professionals: the people who create and implement whatever it is you sell. establish a regular schedule for one-on-one time. and find ways to (for lack of a better term) please them.
                                  3. examine your failures with objective curiosity. Teachable people enjoy failure. they embrace the idea that every situation has only two outcomes: success or the opportunity to learn. examining missteps like this takes the hit out of losing and bolsters other skills like humility and tough skin.
                                  4. Celebrate and record your victories. As your experience increases, take note of the highlights. Keep a physical journal or run a Google Doc where you can record exactly what helped you discover something new. such experiences are invaluable when teaching clients.
                                  5. recommended resource: carol dweck, mindset. “mindset shifting isn’t about picking up a few tips here and there. it’s about seeing things in a new way. When people shift to a growth mindset, they shift from a judge and be judged framework to a learn and help learn framework.”
                                  6. good customer service skills don’t have to be a mystery

                                    Use the tips above to develop basic customer service skills for you and your team. look for the same skills in the customer service representatives or customer experience specialists you hire.

                                    Have any of these skills had a marked impact on your career? which ones do you consciously develop? and did I miss any?

                                    See also: How to review a start of care home health

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