10 Customer Service Hard Skills & How to Develop Them

Key Takeaways

• Hard skills, such as digital literacy, outbound calling, data entry accuracy, and many others, are essential technical abilities in customer service.
• Mastering Point of Sale (POS) systems is important for efficient service while having solid product knowledge enables better customer support.
• TTEC is where you can find tons of customer service jobs all over the world - and you’ll be trained to continuously build on your customer service hard skills.  

Overview of Customer Service Hard Skills

Hard skills are specific, teachable abilities that can be defined and measured. In customer service, these skills often involve technical knowledge and expertise with certain tools and systems. Knowing how to use a Customer Relationship Management (CRM) system or being proficient in data entry are examples of hard skills.

Why are Customer Service Hard Skills Important?

• You'll master all the essential tools and systems like a pro, making data entry, sales transactions, and customer info management feel like second nature to you.
• When you've got solid technical know-how, you'll become a troubleshooting wizard, helping customers solve their problems in record time - more high-fives, fewer frustrated faces.
• Your confidence with these skills means faster answers, spot-on information, and quick solutions for customers - you'll build the kind of trust that keeps them coming back for more.

Top 10 Customer Service Hard Skills

1. Point of Sale Proficiency
2. Product Knowledge
3. Data Entry Accuracy
4. Technical Support Skills
5. CRM Expertise
6. Digital Literacy
7. Outbound Calling
8. Compliance with Regulations
9. Analytics Interpretation
10. Speaking & Writing 

1. Point of Sale Proficiency

Point of Sale (POS) proficiency is one of the most essential hard skills for customer service representatives. You must understand how to efficiently operate POS systems to process transactions, manage inventory, and handle customer inquiries.

According to Capterra, while 57% of businesses currently use on-premise/installed POS systems, web-based solutions are gaining momentum - so getting comfortable with both types will keep you ahead of the curve. 

Think of POS proficiency as your superpower for smooth, quick service that keeps customers smiling. 

2. Product Knowledge

Your product knowledge game also needs to be strong - we're talking features, benefits, pricing, and more. As entrepreneur Jay Baer puts it, "The more you know about your customers, the more you can provide to them information that is increasingly useful, relevant, and persuasive." 

When you really understand what you're offering, you'll naturally guide customers to solutions that fit their needs perfectly.

3. Data Entry Accuracy

Data entry might sound basic, and studies show it takes up about 17% of a sales rep's day - and you'll need to be a pro at it! It goes beyond entering customer information correctly into systems to ensure data integrity and consistency - it’s actually all about creating the foundation for awesome customer experiences. When you nail this skill, you're helping build reliable customer profiles that make every future interaction smoother.

4. Technical Support Skills

Technical support skills are your ticket to becoming a problem-solving champion - regardless if you’re handling services or products. 

Developing this skill requires a combination of technical knowledge and problem-solving abilities. By staying updated on the latest technologies and practicing troubleshooting techniques, you can become more effective at it.

5. CRM Expertise

CRM expertise puts customer data at your fingertips. It involves using CRM systems like Zoho, HubSpot, and Salesforce to track customer information, manage interactions, and analyze data. Having this knowledge helps you create those personal connections that make customers feel valued. 

From automotive specialists to travel customer service representatives, check out all the customer service jobs that are available at TTEC.

6. Digital Literacy

Digital literacy opens doors in modern customer service. Here are some of the digital literacy skills to have:

• Basic computer skills
• Internet navigation
• Email proficiency
• Social media savvy
• File management
• Cloud storage knowledge
• Understanding of software applications
• Cybersecurity awareness

These skills help you adapt quickly to new tech and keep service flowing smoothly to power amazing customer experiences.

7. Outbound Calling

If you need to engage with customers proactively, you must brush up on your outbound calling skills. It basically involves initiating calls to customers for various purposes, such as conducting surveys, following up on inquiries, or promoting new products. 

Mastering outbound calling requires confidence, clear communication, and the ability to handle rejection or objections gracefully.

8. Compliance with Regulations

Regulatory compliance keeps both you and your customers safe during any interactions, especially in specialized industries like finance or healthcare. This particular skill involves understanding and adhering to relevant laws and regulations, such as data protection or consumer rights.

You must show customers that you take their privacy seriously - this is how you can build trust with them! 

9. Analytics Interpretation

Analytics interpretation lets you spot trends, measure performance, and make smart decisions based on real customer data. This skill helps you understand what customers want and how to serve them better.

10. Speaking & Writing 

Speaking multiple languages opens up a whole new world of connections with your customers. While you're already amazing at what you do, imagine being able to help customers in their preferred language? That’s how you can make every customer feel right at home.

Writing messages that are crystal clear and packed with personality is your secret sauce in today's digital-first world! We're talking about writing that makes customers go "Wow, they really get me!" To do that, make sure your written content is:

• Super easy to read and understand
• Packed with helpful info
• Structured in a way that makes sense

The best part? Other team members can easily pick up where you left off because your notes are so clear and detailed. 

How to Develop Customer Service Hard Skills

Identify Skills to Master

Start by mapping out your skill-building journey. Think about which skills you want to master first - maybe it's mastering that new CRM system or becoming the one with the fastest typing speed. You can then participate in training sessions, getting hands-on experience, or engaging in peer-to-peer learning (covered more below). You’d want steady and focused growth. 

Training Sessions

Training sessions are structured learning opportunities that focus on specific skills or tools. Look for training programs that offer practical exercises and real-world scenarios to help you apply what you've learned.

Hands-on Experience

Hands-on experience involves actively using the skills you've learned in real-world situations. For example, you can practice using a CRM system to manage customer interactions or work with a POS system to process transactions. Seek opportunities to shadow experienced colleagues or take on new responsibilities that allow you to apply your skills in a practical setting. 

The more you practice, the more confident and proficient you'll become.

Peer-to-Peer Learning

Peer-to-peer learning is collaborative learning from your colleagues who are experts in specific areas. This can be done through informal discussions, mentoring relationships, team meetings, workshops, or collaborative projects. 

Role-Playing Exercises

Think of role-playing exercises as rehearsing for your customer service performance - minus the pressure of a live audience. Team up with your colleagues to act out different scenarios (e.g., how to troubleshoot a common software bug, or how to de-escalate an angry customer). 

You'll be amazed at how much more confident you feel when handling real customer situations!

Feedback Integration

Embracing constructive criticism and taking actionable steps to improve your performance are ways to grow your customer service hard skills. 

• Encourage customers to provide feedback after interactions.
• Participate in regular performance reviews with supervisors.
• Engage in peer-to-peer feedback sessions to gain diverse perspectives.

Feedback goes beyond identifying weaknesses; it's also about recognizing strengths and building on them. Every “good job” or “thanks for your service” from customers are motivation to continue excelling in your role!

Regular Skill Assessments

To know the hard skills that you need to brush up on and monitor progress, take regular skill assessments. These assessments can be formal or informal and should focus on evaluating your proficiency in key customer service skills (e.g., analyzing outbound call quality).

How TTEC Jobs Helps Build Customer Service Hard Skills

TTEC Jobs is the right place to master your technical abilities and build a fulfilling customer service career. Our global footprint - 6 continents with over 55,000 individuals fluent in 50 languages - and different types of roles mean there’s an opportunity to get hands-on experience with data entry, CRM platforms, and more - all while being mentored by a team that champions your growth.

Our Employee Value Propositions (EVPs) 

• Shared Purpose: We rally together to make a positive impact on each other and the communities we serve.

• Individualized Growth: We invest in your continuous learning, providing training resources and real-world opportunities to sharpen your customer service hard skills and soft skills.

• Deeper Connections: From supportive leadership to team camaraderie, you’ll always feel connected with your peers.

Check out what Nora - our Senior Marketing & Communications Specialist - had to say about our culture of making everyone feel connected and included. 

• Well-being: We prioritize your well-being through robust benefits, meaningful recognition, and wellness programs.
• Agile Flexibility: Choose a work environment that adapts to your lifestyle, so you can master new skills without sacrificing your personal life.
• Engaging Environment: Enjoy quality training and daily support to thrive in fast-paced customer interactions.
• Your Voice: We value and act on feedback, keeping our workplace innovative and responsive to employee needs.

Check out the latest customer service vacancies at TTEC Jobs roles that empower you to develop these hard skills and more. We can’t wait to see you succeed!

Frequently Asked Questions

What are customer service hard skills?

Customer service hard skills are specific technical abilities required to perform tasks effectively in a customer service role. These skills include proficiency in using systems and tools, understanding products, and handling technical issues.

How can I improve my POS skills?

Improving your POS skills involves hands-on practice with POS systems and participating in training sessions. Familiarize yourself with the system's features and functions to enhance your efficiency and accuracy during transactions.

Why is digital literacy important in customer service?

Digital literacy is important in customer service because it enables customer service reps like you to use digital tools and platforms effectively. You can communicate better, have a more efficient process, and can improve overall service delivery.

How are hard skills measured in customer service roles?

Hard skills in customer service roles are measured through assessments, performance reviews, and customer feedback. These evaluations help identify areas for improvement and track progress over time.

What is TTEC Jobs?

TTEC Jobs is your go-to platform to look for customer service jobs around the world. When you apply to us, we’ll provide continuous training to keep leveling up your customer service skills.