Why Customer Service Qualities Matter More Than Ever
Customer service skills help support agents assist customers in the best way possible. These skills allow them to understand customer needs, solve problems, and provide a friendly experience.
According to PwC’s Future of CX Report, 73% of customers say experience has a big role in their purchasing decisions, yet only 49% of US consumers feel companies provide a good experience. That gap is an opportunity for brands to stand out.
Great customer service not only brightens someone’s mood but also directly drives measurable business results. For example: a D2C skincare brand we worked with improved retention by 22% within six months by training its agents on empathy and communication.
But how do you provide excellent customer service? No shortcuts. It’s a combination of skills that CX leaders — from VPs to Directors — must build into their support functions.
This article explores seven key customer service skills backed by research, real-world applications and Atidiv’s experience supporting high-growth consumer brands.
What are Customer Service Skills?
Customer service skills are special abilities that allow support agents to:
- Understand real customer needs
- Solve problems effectively
- Provide a consistent, friendly experience across channels
A CX Trends Report found that 72% of customers expect immediate service and 59% have higher service standards than they did a year ago.
That means soft skills like empathy, patience and communication must work hand-in-hand with hard skills like technical knowledge, CRM usage and problem-solving.
At Atidiv, we’ve trained CX teams for US & UK consumer brands to integrate these skills into workflows, resulting in CSAT improvements from 4.2 to 4.8+ in a year.
7 Key Good Customer Service Qualities Your Agents Must Develop
A recent study shows that about 83% of customers are willing to refer a company if they have had a positive experience.
Below are seven major customer care skills your support agents should master.
1. Empathy – Understand the Customer’s Feelings
When customers feel heard and valued, they’re more likely to trust and appreciate your support.
Case Example: A D2C fashion brand in Australia reduced escalations by 30% after coaching agents to acknowledge emotions in every interaction — e.g., “I understand how important this order is for your event.”
2. Clear Communication – Make Things Simple
Customers may not always understand technical terms. Clarity builds confidence.
Pro Tip for Global CX Leaders: Adapt tone by market. UK customers may prefer formal phrasing (“Kindly let us know…”), while US customers often expect brevity and directness.
3. Patience – Handle Customers Calmly
Frustrated customers need space to share concerns. A patient approach reduces churn.
Research Insight: A Gartner report found that 70% of buying experiences are based on how the customer feels they’re being treated — patience plays a major role in that perception.
4. Attentiveness to Detail – Notice the Small Things
Attentiveness often translates to revenue opportunities.
Real-World Example: One of Atidiv’s consumer electronics clients noticed support agents flagging “team growth” comments. By routing these insights to sales, they closed 15% more enterprise deals.
5. Resourcefulness – Find Creative Solutions
Great agents don’t just say “no” — they offer alternatives.
Example: For a D2C brand, Atidiv agents recommended subscription adjustments when customers asked for unavailable shades. This reduced cancellations by 18%.
6. Efficiency – Solve Problems Quickly
Customers value speed but not at the cost of quality.
Industry Benchmark: According to Salesforce, 78% of customers expect consistent interactions across departments, which requires efficient internal workflows and tools like shared CRMs.
7. Positivity – Create a Friendly Experience
Positivity can turn complaints into loyalty drivers.
Pro Tip: Encourage agents to close conversations with affirmations (“We’re glad you’re with us” or “Thanks for trusting our brand”). A Harvard Business Review study shows positive reinforcement can double the likelihood of repeat purchases.
Transform Your Experience with Atidiv
Great customer service is not just about solving problems. It’s about building trust, loyalty and lifetime value.
The top skills agents should cultivate are:
- Empathy
- Clear communication
- Patience
- Attentiveness
- Resourcefulness
- Efficiency
- Positivity
Atidiv helps consumer brands in the US, UK & Australia scale their customer support teams and deliver omnichannel experiences. Our CX programs are designed for leaders like VPs, Directors and Senior Managers, who want a large impact: higher CSAT, more retention and reduced churn.
Having managed more than 200,000 annual interactions with an average of over 4.8 CSAT scores in 2022, Atidiv has frameworks to convert customer service into a growth engine.
FAQs on Customer Service Qualities
1. Why is empathy important in customer service?
Empathy allows agents to connect with customers emotionally. Zendesk research shows 54% of customers will leave a brand after just one bad service interaction, but empathy can reduce this risk.
2. How to improve communication skills in customer service?
Use simple language, avoid jargon and confirm understanding. Active listening also ensures customers feel valued.
3. How should your support agents handle an angry or frustrated customer?
Stay calm, listen fully, acknowledge emotions and provide clear next steps. At Atidiv, this approach has reduced churn by 12% for a subscription based client.
4. How can my customer service agents improve efficiency without compromising quality?
Leverage automation for FAQs, but ensure complex cases receive personalized attention. Balance speed with depth.
5. Should an agent follow a script in customer service?
Leverage automation for FAQs, but ensure complex cases receive personalized attention. Balance speed with depth.
Scripts can provide consistency, but agents must adapt. Top performing teams use scripts as a guide, for reference, to ensure authenticity.