What skills does a customer service training certification teach you?

1 Communication skills

Communication is the foundation of customer service. You need to be able to listen actively, speak clearly, write effectively, and use appropriate body language and tone of voice. A customer service training certification will help you develop these skills and learn how to adapt them to different situations, channels, and audiences. You will also learn how to communicate with empathy, respect, and professionalism, and how to handle difficult or angry customers.

2 Problem-solving skills

Another key skill for customer service is problem-solving. You need to be able to identify, analyze, and resolve customer issues quickly and efficiently. A customer service training certification will teach you how to use various tools and techniques for problem-solving, such as asking open-ended questions, clarifying expectations, offering options, and confirming solutions. You will also learn how to prevent problems from recurring and how to follow up with customers to ensure their satisfaction.

3 Technical skills

Depending on your role and industry, you may also need some technical skills to provide customer service. These could include using software, hardware, or systems that support your service delivery, such as CRM, chatbots, or ticketing platforms. A customer service training certification will help you acquire and update these skills and learn how to use them effectively and securely. You will also learn how to troubleshoot common technical issues and how to escalate them when needed.

4 Customer service mindset

Beyond the specific skills, customer service also requires a certain mindset or attitude. You need to be customer-focused, positive, and proactive. A customer service training certification will help you cultivate this mindset and learn how to apply it in your daily work. You will also learn how to align your service with your organization's mission, vision, and values, and how to measure and improve your performance.

5 Teamwork skills

Customer service is not a solo activity. You need to work well with your colleagues, managers, and other stakeholders to deliver the best service possible. A customer service training certification will help you develop your teamwork skills and learn how to collaborate, communicate, and coordinate with others. You will also learn how to give and receive feedback, how to handle conflicts, and how to support your team's growth and development.

6 Professional development skills

Finally, customer service is a dynamic and evolving field. You need to keep learning and growing to stay relevant and competitive. A customer service training certification will help you develop your professional development skills and learn how to identify your strengths, weaknesses, and goals. You will also learn how to seek and use learning opportunities, such as courses, webinars, podcasts, or mentors, and how to showcase your achievements and credentials.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?