How to Demonstrate Good Customer Service Skills on Your Resume
What Does Great Customer Service Look Like?
Fabulous customer service results from assisting a guest in whatever way necessary to resolve a problem to the customer’s satisfaction. You’re not done until the customer agrees you’re done. That involves a prompt response, a positive attitude and the ability to solve problems creatively.
It means knowing your “product” inside and out, whether you’re in the hotel, food service, casino, travel, adventure or touring sectors of the industry. Customers appreciate your ability to offer suggestions, show them how to save on a package deal, make them aware of local events… whatever you can do to make them feel important and valued. Go the extra mile.
No matter where you work in the hospitality industry, there are universal skills that will dramatically improve the likelihood of customers returning again and again and giving you great reviews. Superior customer service depends on these skills, some of which can be taught, but many of which are “soft skills” that can be nurtured.
Customer Service Skills to Communicate on Your Resume
Here are some important skills to demonstrate on your resume with specific examples:
1. Be Attentive: That means you’re actively listening to determine what the problem is and how the guest is expressing it. Take the time to hear the words and tone they’re using and make sure you under the issue clearly.
2. Communicate Clearly: This goes along with #1 above. Be sure to keep your explanations simple and clear and don’t assume anything.
3. Be Patient: By all means, take the time to handle the problem or question completely. Don’t rush through it, giving vague or generic answers. Give great service instead of fast service.
4. Be Positive: Phrase your conversations with a positive spin. Smile, be calm and make your guest feel confident that you can solve his problem. Start with what you can do, not what you can’t do.
5. Know your Customers: You’ll have a much easier time satisfying guests if you have a sense of what they value and the experience they’re hoping to have. Listen for subtle clues about mood and personality to guide your interactions.
6. Be Flexible: Things can change quickly in hospitality. When something unexpected happens, have a plan in place that guides you: ;now who you can call if you don’t know the answer; know what information is needed to escalate the issue to someone higher up; and know how to reach that person who can help.
Be sure to give specific examples of how you demonstrated any of these skills and what the results were. This kind of information will give the hiring manager a strong understanding of your customer service prowess.
Soft Skills To Add
You should also highlight the soft skills/personal attributes that showcase your self-awareness, and willingness to learn… the traits that make you a better fit than others. Provide examples of things like:
- Coachability – being able to take direction and follow through
- Empathy – making customers feel understood and heard
- Persistence – being willing to do what it takes and go the extra mile
- Humor – taking a stressful interaction and making it more enjoyable
- Calmness – a generally calm demeanor can de-escalate a conflict
Soft skills are more than just “being nice.” These are traits that aren’t easily acquired and not everyone has them… so emphasize the ones that have served you well and be sure to share the results on your resume.