- Listen Actively and Practice Empathy
- Take Pride in Your Role
- Maintain a Positive Attitude
- Be Human, Not a Robot
- Treat Each Customer as Your First
- Listen Carefully to Customer Queries
- Master the Art of Anticipation
- Know Your Company’s Products Thoroughly
- Be Honest About What You Don’t Know
- Develop Patience in Challenging Situations
- Listen to Understand, Not to Respond
- Empathize and Be Kind
- Focus on Solutions, Not Problems
- Build Trust in Every Interaction
14 Insights from Pros On Succeeding in Customer Service
Listen Actively and Practice Empathy
Always listen actively to your customers and practice empathy. By genuinely understanding their concerns and needs, you can provide better solutions, create positive experiences, and build strong relationships that lead to success. Customers can feel when you truly care about their issues and work with them in order to solve them.
Pablo Paz
CEO and Founder, Interactive Contact Center
Take Pride in Your Role
My advice to anyone starting out in customer service is: be proud of what you do and take your work seriously. See this role for what it really is—a rare blend of active listening, technical troubleshooting, and emotional intelligence, all applied in dynamic and often unpredictable situations.
Yes, the stereotype is still there. Crumbled in a basement floor, with headphones and numerous screens, repeating the same answers hundreds of times a day. This used to be close to reality, but no more.
Customer service keeps evolving; today, clients expect an empathetic human connection while getting their issues resolved with speed and precision. Most likely, you are excelling in all of that.
Every interaction you have with a customer has the potential to leave a lasting, positive impact on them and the business. Use the challenges of this process as an opportunity to learn and grow, and results won’t take long.
This attitude can help you become proactive in your career, opening doors to achievements you might not have thought possible in customer service. Just take a look at my path in business and see that I’m not overselling this idea.
I got a position as a customer service agent for a tech company at the age of 21. When I got promoted to the Head of Customer Service Department, I introduced a range of changes to improve it. The word got out, and one startup founder who worked in the same office building, reached out asking to take care of his customers’ emails.
This encouraged us to explore a niche of customer service for startups, so we founded our company. What started as a three-person operation turned into a multinational business with two spin-offs operating in eight hubs globally. I have grown to be a CEO and a Managing Partner, leading over 1,200 people from eight hubs around the world.
I think none of this would have been possible had I treated the customer service agent role as something dull and insignificant. Supporters should be proud of our unique people skills when we deal with raw emotions, resilience when technology starts acting out, and flexibility that helps us learn every day.
In my opinion, this is a strong foundation of skills that can bring success in almost every area of business. So if you are just starting in a customer service role, invest in growth and take pride in what you are able to accomplish.
Daria Leshchenko
CEO and Managing Partner, SupportYourApp
Maintain a Positive Attitude
A positive attitude is infectious and one of the best tools at your customer service job. By bringing an attitude of positivity and enthusiasm to each interaction, you help set the stage for conversation while encouraging the customer to engage in a welcoming environment. This creates a better experience for the customer and improves their view of the company as a whole.
Positive energy can work best in soothing tense situations. Keeping a cool head and an upbeat attitude when customers are angry or frustrated can also defuse their emotions. Your solution-oriented focus and soothing tone will convince the customer that you care about their issue and that they are being heard! This is what turns a negative experience into a positive memorable one and builds customer loyalty.
A positive attitude can also be beneficial to you as a customer service professional. This is what makes you keep going and what gets you through the challenges the role throws at you, with grace. Although the interactions may not always lead to success or go as planned, if you keep a positive mindset then you know that the next customer will always require that same level of enthusiasm from you. It nurtures a growth-oriented perspective, where you view challenges as opportunities to enhance your skills and serve better.
If you are new to customer service, developing positivity will place you in a good orientation for lasting success. This strengthens your understanding of dealing with customers, strengthens your problem-solving abilities, and helps you gain long-term relationships. Your positivity and eagerness become a hallmark, which speaks volumes about you and the company who backs you.
Maddy Nahigyan
Chief Operating Officer, Ocean Recovery
Be Human, Not a Robot
Sometimes policies and guidelines fail to recognize gray areas or disregard fairness. Be human and don’t let policy or guidelines affect what’s actually right. The phrase, “Sorry, according to our policy…etc.,” usually turns customers off.
Listen to your instincts—if you have a feeling that giving the customer the benefit of the doubt is the right thing to do, do it. Support their case with facts, be truthful, and treat them with respect! That combo will make you a star in both their eyes and your team’s because you’ll only be creating loyal, happy customers.
To put it simply, just be a human and drop the robotic script. If, for example, you respond to a customer who is upset about a delayed order, don’t answer by reciting company policy. “I can understand how frustrating this must be. I’ve had packages arrive late before, too, and it’s the worst.” Small touches like this make it clear you’re not just another faceless rep—you’re a human being who really cares. The trick is to let them have their say before you launch into fixing things. Once they see you’re on their team, they’re a lot more willing to cooperate.
Matt Harrison
Vice President of Global Operations, Authority Builders
Treat Each Customer as Your First
Having navigated through different roles in the finance and e-commerce industry, I’ve learned first-hand the importance of customer service. My advice to someone starting in this role would be to treat each customer as if they were your first. In my early days at my business, every interaction was an opportunity to shape the company’s reputation and build trust. This philosophy not only improved our customer retention but also our acquisition through positive referrals. Always remember, in customer service, consistency is key. A customer’s good experience should not be an exception but rather the norm that guides every interaction you have with them.
Kunal Madan
Founder, Amarra
Listen Carefully to Customer Queries
I would advise anyone starting in customer service to listen carefully to customer queries and provide answers in the best possible way. Genuinely hearing customers out—without interrupting—makes them feel valued and understood. This approach can turn even challenging conversations into positive experiences.
It works:
- Reduces miscommunication.
- Builds trust and empathy.
- Leads to faster, smoother resolutions.
Rajesh Kumar
Customer Support Specialist, ProProfs Help Desk
Master the Art of Anticipation
The true foundation of exceptional customer service lies in mastering the art of anticipation. Through three decades of catering experience, I’ve learned that understanding and predicting client needs before they arise transforms good service into unforgettable experiences.
Think of anticipation as seeing around corners in customer service. Recently, one of our new team members noticed a guest at a corporate lunch checking ingredient labels and proactively offered detailed allergen information before it was requested. This simple act of foresight not only ensured the guest’s safety but created an immediate sense of trust and care.
During a wedding reception last month, our staff anticipated that elderly guests might need easier access to refreshments during the outdoor cocktail hour. By quietly setting up an additional beverage station near their seating area, we enhanced their comfort without drawing attention to their needs—exactly the kind of thoughtful service that builds lasting relationships.
For those starting their customer service journey, practice looking beyond the immediate request to understand what might come next. Whether it’s having extra napkins ready before they’re needed or anticipating dietary preferences, this forward-thinking approach will set you apart and help create seamless experiences that clients remember and appreciate.
Sara Eller
CEO & Founder, Sara’s Cooking
Know Your Company’s Products Thoroughly
Focus on learning the company’s products or services inside and out. The more knowledgeable you are, the more confident and helpful you’ll appear. Customers value clear, accurate answers over generic apologies or uncertainty. Being well-informed also allows you to anticipate common problems and suggest proactive solutions. Mastering your product is the foundation of exceptional service. Deep product knowledge equips employees to provide fast, accurate, and effective solutions consistently.
Customers trust representatives who demonstrate expertise and a genuine understanding of their concerns. This confidence boosts the employee’s credibility and leads to higher resolution rates. Proactive suggestions based on knowledge also create added value, delighting customers. Being the go-to expert elevates both personal success and the company’s overall service quality.
Jason Hennessey
CEO, Hennessey Digital
Be Honest About What You Don’t Know
During my early days with SaaS support, I learned that being honest about what you don’t know is way better than giving incorrect information. I always say, “I’ll find out and get back to you within X hours,” rather than guessing. Just last week, this approach helped me turn a potentially frustrated client into a loyal advocate when I took the time to research their unique integration issue instead of providing a quick but incomplete answer.
Paul Sher
CEO, FuseBase
Develop Patience in Challenging Situations
Start by developing the patience to handle challenging situations without losing your composure. In customer service, frustrations run high, and some days will test your limits. Remind yourself that anger isn’t personal—it’s often about a customer’s unresolved need. Approach tense moments with calm professionalism, giving them space to express frustrations fully. Remaining patient diffuses tension, helping you lead conversations toward positive, constructive outcomes.
Patience sets you apart because calmness under pressure inspires confidence and loyalty. Customers who receive patient, empathetic service often turn into loyal brand advocates. It also improves your problem-solving because clear thinking happens in calm moments, not reactive ones. Over time, mastering patience enhances resilience, allowing you to excel under stress. For someone new to the role, patience is your ticket to earning trust quickly
Marc Bishop
Director, Wytlabs
Listen to Understand, Not to Respond
Starting out in a customer service role can feel like a whirlwind of new information, processes, and interactions. However, if I could share one key piece of advice, it would be this: focus entirely on listening with the purpose of truly understanding the person you’re speaking with, rather than simply preparing a response.
When you slow down and pay attention to not just what the customer is saying, but also how they are saying it, you uncover what they truly need. This doesn’t mean just hearing words—it means picking up on emotions, concerns, and the underlying issues they might not be able to articulate clearly. By doing so, you create a space where the customer feels not only helped but genuinely valued.
This approach matters because, over time, it transforms interactions that could otherwise be transactional into moments of connection. While a quick fix might resolve an immediate issue, understanding helps you anticipate future ones, build trust, and turn even difficult encounters into positive experiences. In addition, this habit of thoughtful listening doesn’t just improve relationships with customers—it sets the tone for how you interact with your team and shapes your ability to collaborate effectively.
Although this might seem like a small shift in how you communicate, the impact is significant. As you develop this skill, you’ll find it becomes a cornerstone of how you approach challenges, not just in customer service but in any career you choose to pursue.
Igor Ujhazi
Operations Manager, The RegTech
Empathize and Be Kind
People may not remember what you said, but they remember how you made them feel.
Be kind. No kidding, that’s the golden rule of customer service. Remember what it was like to be on the other side of the desk—or the phone or the chat window. We’ve all been there, frustrated and simply wishing someone would listen and reach out. Your best move is to empathize. Think of how you would want to be treated if the roles were reversed. Do you want someone to offer a warm approach and someone who genuinely cares? Of course! Even a basic, “I completely understand how that would be frustrating, and I’m here to help,” goes a long way toward diffusing tensions and making the person feel valued.
Take this one for example: you’re at a restaurant, and the wrong meal comes out. Wouldn’t it be nice if the server didn’t blow you off, but instead apologized sincerely and did all she could to correct the problem quickly? The same goes for customer service. With good communication and patience, even the worst scenarios can be reversed. And don’t underestimate the impact of small things like smiling (if you’re face-to-face) or using a friendly and conversational tone. People may not remember what you said, but they remember how you made them feel. Kindness is more than niceness—it’s the X-factor that makes you unique and can turn one-time customers into loyal advocates!
Marc Hardgrove
CEO, The Hoth
Focus on Solutions, Not Problems
Be solution-oriented instead of problem oriented. One of the main purposes to be in a customer service role is to solve the concern of the customer in the best manner possible. Keeping a solution-oriented mindset shows the customer that you care about solving their problem, which instills confidence and trust in your ability to help them. Not only does this satisfy the customer it also builds goodwill for the business.
To embrace this mindset, begin by listening to the customer and fully grasping the issue. Don’t interrupt or preempt what the need seems to you to be. When you understand the problem, then concentrate on how to take action to solve it. If you aren’t sure what the right answer is, do not put on a facade, just be honest and say you will collect the information or escalate to a team that may help.
To be solution-oriented also requires remaining calm and resourceful when the pressure is on. They can be angry or even upset over the complaint, but instead of getting frustrated yourself, your purpose should be clear, and by focusing on how you can help them rather than how horrible the situation is, you can make this a better interaction. If a customer receives a defective product, instead of apologizing over and over again, you can direct your energy on doing things like focusing on providing a replacement or refund or other options for resolution.
Fostering problem-solving skills, promoting customer satisfaction, and building confidence in handling various scenarios goes a long way in providing high-quality guidance. Showing more of this mentality early in your career distinguishes you as a mechanism for alignment rather than someone who gets in the way and produces a win-win both personally and for the organization.
Joel Butterly
CEO, Ingeniusprep
Build Trust in Every Interaction
My advice to someone starting out in customer service is to embrace every customer interaction as a chance to build trust and add value. Customer service is at the heart of our business, and the relationships you build are just as important as the services we provide.
Success in this role comes from taking the time to truly listen and understand what each customer needs. Whether someone is storing household items during a move or securing space for their business inventory, their trust in us depends on how well we address their concerns. A solution-focused mindset not only resolves issues efficiently but leaves customers with a positive impression that leads to repeat business and referrals.
This approach also helps you grow personally and professionally. When you consistently deliver exceptional service, you stand out as a problem-solver and team player, which opens doors for advancement. Customer service may be the entry point, but it’s a foundational skill that can drive success in any role you pursue.
Levi Hemingway
Co-Founder, City Storage By Nomad Capital
