{"id":76756,"date":"2020-07-20T11:04:07","date_gmt":"2020-07-20T11:04:07","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=76756"},"modified":"2025-08-22T09:59:13","modified_gmt":"2025-08-22T09:59:13","slug":"the-8-customer-service-skills-and-traits-you-should-look-for","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/the-8-customer-service-skills-and-traits-you-should-look-for\/","title":{"rendered":"The 8 Customer Service Skills And Traits You Should Look For"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Not even the world\u2019s best training system can change someone\u2019s personality. If they aren\u2019t a people person, you won\u2019t be able to make them one. The same is true for most other traits, which is why it\u2019s important to look out for them during the hiring process. That said, you can teach skills &#8211; it\u2019s just a matter of knowing what to focus on.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Both aspects are key to building an effective customer service team. When the right skills and traits are present, you can have peace of mind knowing that a great experience is being delivered. The following are the eight qualities you should look for when hiring customer service professionals.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/the-8-customer-service-skills-and-traits-you-should-look-for\/#Communication\" title=\"Communication\u00a0\">Communication\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/the-8-customer-service-skills-and-traits-you-should-look-for\/#Patience\" title=\"Patience\">Patience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/the-8-customer-service-skills-and-traits-you-should-look-for\/#Enthusiasm\" title=\"Enthusiasm\">Enthusiasm<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/intelligentbee.com\/blog\/the-8-customer-service-skills-and-traits-you-should-look-for\/#Empathy\" title=\"Empathy\">Empathy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/intelligentbee.com\/blog\/the-8-customer-service-skills-and-traits-you-should-look-for\/#Charisma\" title=\"Charisma\">Charisma<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Communication\"><\/span><b>Communication\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Since it\u2019s at the foundation of everything a customer service rep does, it should come as no surprise that communication is a must-have skill. More specifically, being able to communicate clearly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A customer needs to know what to do or how their problem will be solved. For example, if a service rep at an auto repair shop says that the tire change will be \u201cincluded\u201d in the final bill, the customer might think that means the tire change is free when it isn\u2019t.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Being concise and getting the point across efficiently is also important, especially when the message is written. Let\u2019s not forget about the basics &#8211; grammar, spelling, and the like. Organizing a written test when hiring is a good idea. As for the spoken word, empathy and charisma are major factors. We\u2019ll take a look at them in more detail below.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Patience\"><\/span><b>Patience<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">While some people are more tolerant to delays, difficulties, and annoyances than others, patience is a skill that can be practiced. It\u2019s especially important for service reps, as being able to listen to customers and handle them with a level head goes a long way in making it a pleasant experience for both parties.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There will inevitably be times when customers test your patience, be it by letting out their frustration on you or simply talking beyond the point of productivity. In any case, there are three simple steps to keep in mind:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Acknowledge the presence of impatience.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Notice how it makes you feel.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pay attention to the present moment and how you respond.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Enthusiasm\"><\/span><b>Enthusiasm<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This trait is often touted as the number one factor for customer service success, and it\u2019s easy to see why. Enthusiasm makes a happy person happier, and an unhappy person is reassured that their problem will be solved. A lack of enthusiasm is no less infectious.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s seldom easy to incorporate more enthusiasm into a support team other than by hiring the right people. But it\u2019s certainly worth noting that you can build on people\u2019s enthusiasm by fostering a positive work environment that motivates employees instead of bringing them down.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Empathy\"><\/span><b>Empathy<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This trait can be described as the ability to see the world from the other person\u2019s perspective. It\u2019s why a sociopath is the last person you want to employ as a customer service rep. Granted, they tend to be charismatic &#8211; but more on that later.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Empathy helps you understand how someone is feeling. And while it\u2019s more of a trait than a skill, it can be learned. Being cold and straightforward is seldom the most suitable approach in a customer service environment. A bit of care and concern can make all the difference, especially when a customer is worried or frustrated.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Charisma\"><\/span><b>Charisma<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Being charismatic makes you a people magnet. You\u2019re more likeable, and people are more susceptible to acting in accordance with your best interests. This is particularly valuable when a customer is contacting you because they\u2019re interested in purchasing your product or service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While charisma is largely a trait, persuasion is a skill that can be improved to achieve the same effect. We can look at the former as three parts, the mastery of which can make anyone more charismatic.\u00a0<\/span><\/p>\n<ul>\n<li><b>Presence<span style=\"font-weight: 400;\">: Being able to focus on the speaker and assure them that you\u2019re listening.\u00a0<\/span><\/b><\/li>\n<\/ul>\n<ul>\n<li>Power<span style=\"font-weight: 400;\">: Influencing people and resisting their influence.\u00a0\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li>Warmth<span style=\"font-weight: 400;\">: Assuring people that you have the best intentions for them.\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3><b>Product Knowledge<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s probably no good hiring someone who has worked in the food industry their whole life to become a service rep for your tech company. Everyone in your customer service department needs to have a deep knowledge of your product or service and the company selling it. After all, most customers call because you know something they don\u2019t.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best customer service reps know how to answer the <\/span><i><span style=\"font-weight: 400;\">why<\/span><\/i><span style=\"font-weight: 400;\"> and not just the <\/span><i><span style=\"font-weight: 400;\">what<\/span><\/i><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, a customer might ask why the return period was shortened. The <\/span><i><span style=\"font-weight: 400;\">what<\/span><\/i><span style=\"font-weight: 400;\"> response would be along the lines of saying that\u2019s what management decided. But a <\/span><i><span style=\"font-weight: 400;\">why <\/span><\/i><span style=\"font-weight: 400;\">response is more compelling, such as saying that customers were abusing the policy and they couldn\u2019t keep that period without raising prices.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This kind of response justifies what might otherwise be considered wrongdoing from the customer\u2019s perspective. It also brings about understanding and indicates that the customer and their matter are being taken seriously.\u00a0<\/span><\/p>\n<h3><b>Flexibility<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">No customer service rep can be blamed for feeling overwhelmed. It\u2019s not uncommon to be handling several concurrent chats or browsing through a knowledge base in search of information while a customer is rambling on the phone. Being flexible and capable of working under pressure is key to ensuring these kinds of situations go smoothly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t look for \u201cmultitasking\u201d here &#8211; that doesn\u2019t exist. Being able to efficiently switch between tasks is key, and it takes flexibility. Young people are at an advantage here, which is why they\u2019re typically better candidates for support centers.\u00a0<\/span><\/p>\n<h3><b>Stress Management<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Similarly, stress is commonplace in customer service, especially when a less savory character phones in. Yelling customers can trigger a stress response, which puts your mind in a less-than-ideal state. Training your customer service reps in stress management techniques can make a difference in helping them stay on top of tough situations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Training and looking for the above-listed qualities is imperative if you want to build a capable customer service team. Be sure to keep them on top of mind moving forward.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Not even the world\u2019s best training system can change someone\u2019s personality. If they aren\u2019t a people person, you won\u2019t be [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2121],"tags":[],"yst_prominent_words":[2297,2306,2305,2304,2303,2302,2301,2300,2299,2298,309,2295,2112,1237,719,455,450,439,369,329],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76756"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=76756"}],"version-history":[{"count":6,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76756\/revisions"}],"predecessor-version":[{"id":133508,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76756\/revisions\/133508"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=76756"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=76756"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=76756"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=76756"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}