Important Customer Service Qualities

3 Important Customer Service Qualities to Keep in Mind

There are several factors that come into play when it comes to running and managing a business. Customer service is one of many crucial factors any business must improve on. However, when you say “improving customer service”, what kind of improvement should you be working on? Should it be on changing your customer support hours? Hiring more customer service representatives? Changing your customer service approach altogether? If you’re looking for a definite answer to such questions, entrepreneur and international keynote speaker Brittany Hodak presents these 3 important customer service qualities – professionalism, patience, and a “people-first” attitude”.

In this blog post, we will break down each quality in detail and explain why these qualities are crucial in improving a business’ customer service. Although customer service varies for every customer you encounter, Brittany Hodak says that by following these 3 important qualities, you will surely stay on the right track. Let’s get started.


What is professionalism? To put it briefly, it is the act of being professionally competent or skilled in doing the job you are tasked to do. Now, how does being professionally skilled connected to excellent customer service? Well, a skilled and professional customer service representative has a positive attitude when facing or communicating with customers. A high level of professionalism in customer service looks like this – you do what you can to present your company/business/brand in a positive light despite the customer being upset or behaving immaturely. It is up to you how you will diffuse the situation if possible.

How to Practice Professionalism in Customer Service?

  1. Stay Calm, Cool, and Collected (for employees)
  2. See Bad Customer Experiences as a Learning Opportunity (for both employers and employees)
  3. Invest in Your Employees as much as Your Customers (for employers)


Patience is crucial not only in dealing with customers but also in improving your business’s customer service as a whole. Without patience, a calm and smooth-sailing conversation can become problematic and hard to deal with. Sometimes, what seems simple to you can be confusing for them. In facing or communicating with customers, one must realize the following:

  • Every customer is different
  • Customer service is not a “one size fits all” concept
  • Customers move at their own pace

When you keep these 3 factors in mind, you will be able to adjust to meet the customer’s needs where possible. Whether it’s explaining a new product or service, attending to their complaints, or answering a question, you must “allow the customer to control the pace of the interaction (i.e., not rushing them)”, according to Hodak. This way, you can efficiently and calmy speed up the conversation while letting them understand whatever it is that you need to explain. When this is done properly (and professionally), everyone leaves happy and fulfilled.

How to Practice Self-Care After a Tough Customer Experience?

In any business, there will always be tough customer experiences. Part of following the 3 important customer service qualities is being patient not only toward your customers but also towards yourself. Here’s the hard-to-swallow pill for all business owners – sometimes, going above and beyond just to satisfy a difficult, unhappy customer can be exhausting, both physically and mentally. Unhappy team members can result in unproductivity which then results in mediocre customer service. Remember, no one can create happy customers without happy team members.

Again, both employers and team members must see bad customer experiences as learning opportunities in order to grow and improve. Take time for yourself as well as your customers so that no one is overworked and burned out. Follow this concept and you will not only have happy customers or happy team members, but you will also have a more positive and productive work environment.

“People-First” Attitude

Maintaining a professional and patient approach to customer interactions is crucial. However, without the concept of basic humanity, your customer service will not improve. This is where the “people-first” attitude comes into play. Brittany Hodak emphasized these questions when it comes to having this kind of attitude:

  • “Do my customers feel heard and understood when they voice a concern?”
  • “Do they feel valued and appreciated when they make a purchase?”
  • “Do they know that my team and I view them as a person, not a sale?”

By answering “YES” to these questions, you’ll find that your customer service is on the right track. Otherwise, you’re doing something wrong. Ask these questions to yourself and evaluate whether you’re giving your customers quality service or not. Here are 3 ways how you can adopt the “people-first” attitude in all your customer interactions:

  1. Empathize with your customers
  2. Personalize and connect with your customers/clients
  3. Follow the Platinum Rule (Do unto others as they’d like done unto them.)

Do these and you’ll be able to grasp that “people-first” attitude. Then, you’ll begin to understand your customers and their needs and take action in a way that’s best for them.

The Takeaway

To conclude, high-quality customer service can look different in various situations. But, when you follow these 3 important customer service qualities, you will grow and improve in your daily customer interactions, whether it’s face-to-face or over the phone. Remember to be always professional, patient, and have a “people-first” attitude in order to deliver the best quality service your customers and clients deserve.

Exceptional Customer Service at SynCorp PH

Here at Synergist Corporate Solutions, we train our team members to be professional and patient customer service representatives, having that “people-first” attitude in mind. We do not waste any time on mediocre customer service because we believe you deserve only the best.

Get in touch with us to find out more about how we can help you and your team create happy customers for you, making your customer service the best there is in your industry.

One thought on “3 Important Customer Service Qualities to Keep in Mind

  1. Jeffrey Teves Teves De la Cruz


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