To professionally deal with troubled customers, understand their problems and resolve them with ease, customer service agents need to have a very special set of skills. Empathy is a good start but the skill set should go well beyond that.
Some of these skills will come naturally to your agents. Others will have to be taught or reinforced. And there’s also the group of skills that can’t be taught and you will simply have to hire for them.
Based on the information from three customer service experts: Eric Shure, Customer Support Operations Manager at Media Temple, Jonny Everett, Director of Customer Development at The Chat Shop and Robert Finnegan, Analytics and Scheduling specialist at ModCloth, we’ve come up with a list of skills, traits and characteristics beneficial for your customer service that your agents should have or should get.