Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor.

80% of CEOs believe they deliver a superior customer service, but only 8% of their customers agree! Customer service is sometimes the only way a business can differentiate itself from its competitors. It isn’t just about the way you greet and serve your customers; it involves many aspects of business operations. Quality customer service is about exceeding the expectations of your customers and really focusing on their needs and expectations.

There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down. There are a few key skills that every customer service provider should have that will dramatically improve their conversations with customers.