• John Hughes, MD

National Customer Service Week (Day 2): Capability & Skills

Tuesday 8th October: Capability & Skills

Whilst it is fair to say that, the most successful individuals operating within customer service, tend to share the same traits of being empathetic and patient in nature, they alone will not drive customers to be satisfied, or even better, delighted with the service received.

Quite obviously, those in the customer-facing teams, delivering the highest levels of customer service, need some key, developed skills too. And have no illusion.

This is one of, if not THE most demanding role in the organisation. So those skills are going to be crucial.

Why do those within the customer service delivery teams need to be so highly skilled?

….just look at the responsibility they carry and the potential implications on the behaviour of the company’s customers, after dealing with them!

  • 82% felt their customer service provider could have done something to prevent them switching (Accenture)

  • 87% of customers will share a good experience with others (Forbes)

Good customer service is the minimum a customer expects nowadays but it is when they receive excellent service, that the organisation can see real benefits in return, such as; increased customer loyalty, sharing the good vibes with others, enhanced trust and confidence in dealing with the organisation in the future.

So in our opinion, key skills and behaviours crucial to delivering high excellent customer serviceand an excellent Customer Experience are:

  • Excellent product/service knowledge

  • Consistently listening to the customer and assuming nothing

  • Going the extra mile whenever needed

  • Communicating with total clarity

  • Providing complete transparency throughout

  • Anticipating and solving objections before they are aired

  • Delivering a positive close to finish on

  • A focus on continuous improvement

  • Demonstrating empathy and a determination to solve the issue for the customer

  • Focusing on providing a positive resolution through a single point of communication wherever possible

  • Demonstrating patience throughout the interaction


CSN has a highly successful 20+ year history of coaching and instilling the key skills and behaviours that our clients’ teams require, to sustainably deliver the highest levels of customer service and customer experience, that they can.

Click above for more detail as to how we have built this positive reputation.


CSN has been successfully supporting organisations to deliver Customer Service Excellence for over 20 years.

We take great pride in gathering insight from our own customers and maintaining the consistently high levels of positive feedback from our own customers.

For more information on the solutions that we provide for organisations like yours, including numerous customer testimonials to reassure you that we really are the UK’s leading support organisation for organisations aiming to deliver Customer Service Excellence, head to www.customernet.com now and we’ll be delighted to discuss any help you may need.

#customersurveys #NationalCustomerServiceWeek

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Wolverhampton Science Park
Glaisher Drive

United Kingdom
WV10 9TG

Email: team@customernet.com

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