The most important customer service skills


  • Dave Dyson

    I'd like to humbly submit a couple pieces I've written, to add to this excellent toolkit...

    First, on how you can learn not to take customer anger personally:

    4 components of customer anger, and how to react accordingly

    And second, tips on taking care of yourself and your team, and a step-by-step process for handling tough customer questions:

    Take care of yourself, your team, and your customer—in that order


  • Nicole S.
    Zendesk Community Team

    Thanks, Dave! 

    What other thoughts or ideas do folks have about the most valuable skills for customer service? 

  • Paul Robertson

    Great article! I'd just like to one thought.

    Apologies, with sincerity go a really long way when it comes to connecting with a customer.

    'We're sorry to hear this has happened to you Mr/Mrs Customer'.

    'I'm sorry you've had to take the time to make this contact with us'.


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