Important Hard Skills for Customer Service

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  • 0:00 What Are Hard Skills?
  • 0:26 Customer Service…
  • 0:45 Typing & Technology Skills
  • 1:17 Software System Skills
  • 1:38 Time Management & Multitasking
  • 2:10 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and has a master's degree in leadership.

There are many different skills needed in customer service and having the right ones is essential. This lesson will define hard skills and discuss several examples.

What Are Hard Skills?

You may remember a time when you were dealing with a customer service representative and you thought they just did not have the right skills to be in that position. Hard skills are tangible and teachable skills that can be measured. They can be found on your resumé and are typically what makes you qualified for the job. Let's look at the hard skills needed in customer service.

Customer Service Industry Knowledge

It is important that a customer service representative has knowledge of how the customer-focused service industry works and how to sell a product or service. Customer service involves offering assistance to people. Regardless of the type of product or service you are providing, you must have excellent people skills.

Typing & Technology Skills

Most positions in the customer service industry require the use of computers and the ability to type at a quick rate. For example, if you are a hotel reservation agent, you will be required to type all of the customer's information quickly in order to provide efficient service. Also, with the increased use of technology in all industries, it is beneficial to be familiar with it. Some restaurants are using touch screens to order and will need customer service staff that can work with the new technology and help customers use it as well.

Software System Skills

It takes time and money to train new employees on software systems, which is why some companies look for candidates that already have these skills. Hotels are a great example, as many hotel brands may use a different software system that requires training for new employees. When they are hiring new candidates, they give preference to those who have experience with their software system.

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