How AI is changing customer service skills
AI is already part of the job in many customer service teams. You might use a chatbot to answer simple customer questions, using it as a real‑time assist while you stay engaged with the customer.
Or you might use a comprehensive platform which can summarize customer conversations, suggest replies, pull up account history and draft follow-up emails, cutting down on repetitive work.
That said, AI isn't replacing people in these roles. According to Robert Half research, the skills leaders value most alongside experience using AI are adaptability, critical thinking and creativity. In other words, the things that make someone genuinely good at customer service—patience, quick thinking, the ability to read a situation—are more valuable now, not less.
How to succeed in customer service
Once you've secured a position, it’s time to focus on standing out. Here are four tips to help you build and improve your customer service skills:
Stay positive under pressure. As with every profession, you’ll like some aspects of customer service more than others. Focus on the elements that excite you about the work and demonstrate positivity, even when dealing with the most difficult customers.
Expect a learning curve. Wouldn’t it be great if you had all the customer service skills you need on day one? Since that’s usually not the case, the best approach when starting out is to have patience and set realistic expectations. It will take time to master many parts of the job and learn the unique processes and procedures of your employer. Don't be afraid to ask your boss and colleagues for tips as you aim to exceed expectations.
Work well with your colleagues. Being a team player is essential to providing outstanding customer service. Collaboration skills are even more important when teams work remotely or are dispersed. Often, more than one person is needed to resolve an issue or respond to a complicated customer inquiry. The better you are at communicating and working in partnership with others, the farther you'll go in your customer service career.
Keep learning. Seek out training on new tools, stay current with how your company uses technology and document every new skill you pick up. It'll position you well for promotions and new opportunities. A certification like the Certified Customer Service Professional (CCSP) can also demonstrate to employers that you're keeping your customer service skills sharp.
What makes a great customer service professional? If you get satisfaction from solving people’s problems and are willing to master new tools to do that more efficiently, this is a career worth exploring.
