Customer Service Team Leader Skills For The Success Of An Organization

A customer service team leader takes immense pride and pleasure in providing exceptionally courteous and responsive support to all customers in a professional manner. This ensures that each and every individual has an excellent experience. A team leader should be highly patient, assertive, committed and quick to resolve problems.

They are responsible for ensuring complete customer satisfaction by supervising, guiding and motivating the team members to make sure that they are delivering good customer service. It is also their duty to ensure that the staff are happy so that the business can run smoothly.

Customer Service Team Leader Skills For The Success Of An Organization

The fundamental elements of attracting and retaining customers lies in the skill set of the customer service team leader. Generally good leaders are hard to find. As customer service directly impacts the revenue, team leaders should have the right personality and skills to build the best customer support team possible. The person in this role bridges the gap between the customer and the company so they should be adept and competent in an assortment of skills.

1. Patience

Patience is a virtue; especially when dealing with angry, confused and single-minded customers. They should be capable of treating even the most frustrating and irritating customers with respect. The leader should remind themselves that it is not a personal attack but frustration about something else. They  should not take a client’s negativity personally but remain professional and patient.

2. Staff Management

They should keep the customer support team engaged, motivated, armed with necessary equipment and exposed to opportunities to facilitate them to learn, explore and grow.

3. Incredible Creativity Skills

A good CSTL should come up with a creative solution even for the toughest problems. With substantial knowledge, creativity comes quite naturally. The ability to think out of the box is one of the remarkable and outstanding skills of a CSTL.

4. Clear Communication Skills

Another indispensable skill a CSTL should necessarily possess is the ability to effectively communicate. They should have the capacity to communicate the thoughts and information in a clear and concise manner. It is very important that they convey the company’s policies in an effective and accurate manner. They should also have the ability to communicate the customers’ perception of value and quality to the business.

5. Stay Positive 

A CSTL encounters a lot of negativity. It can be very challenging to stay positive when dealing with difficult customers. They should remind themselves and their team that the customer is not upset with them, but with the company they represents or its brand. However, it is essential that he stays positive during a trying situation.

6. Good Listening Skills

It is important that a team leader  pays close attention to the customer who is speaking by maintaining a good-eye-to-eye contact and body language. They can also repeat the information in their own words to ensure that the information is communicated effectively and correctly. Good listening helps to access the problem and find a perfect solution to it. Strong listening skills helps a team leader to address the needs, inquires and grievances in an efficient and quick manner. Good listeners typically make some of the best customer service team leaders in an organization.

7. Speaking Clearly and Audibly

A good leader should speak audibly so that their voice is understood clearly by the customers and their team members. It is important to enunciate and to speak at a volume that is easy for customers and team members to understand. Speaking in an inaudible voice can irritate the customer and make him/her disconnect from the company. This can be a big blow to the company.

8. Friendliness

Customers generally appreciate the friendly and helpful nature of a customer service team leader. Smiling, maintaining a positive attitude and keeping an-to-eye contact can convey a positive message that the customer will remember later on. Such an attitude is contagious in nature and can help relax and ease even a tensed customer.

9. Quick Thinking

To sort out and resolve problems the CSTL should have a solid knowledge of the general products and services that the company is offering. Staying abreast on company news and policies helps you to solve problems effectively and quickly.

10. Organized and Thorough

A good leader should keep general product and company information organized in order to respond rapidly to the customers’ and team members’ queries and handle the situation tactfully. They should possess thorough knowledge of the product information, understand how to apply in varied situations and analyze a situation presented by a customer or team member in multiple angles.

11. People Skills

Strong people skills are essential to handle and deal with all sorts of people with all sorts of attitudes. They should not only stay smiling and provide warm remarks but they also should not take things personally.

12. Problem Solving Skills

As interactions with the customers involve sorting or resolving an issue they should treat everything with a sense of urgency and provide solutions in a timely, precise and professional manner.

13. Ability to Negotiate and Persuade

A  team leader should necessarily possess the ability to negotiate and persuade a customer to accept a particular policy or buy a product. They should also have the skills to woo back annoyed and discontented customers.

14. Speed and Efficiency

Customers always want all difficult situations to be handled and sorted out quickly, accurately and efficiently. A good leader should be capable of anticipating customer needs so that they can meet them as quickly as possible.


A good  team leader should have good work ethics as well to provide exceptional customer service. They should also be caring, compassionate and willing to go the extra mile to please the customers. Strong analytical skills, attention to detail and staying focused on the outcome of the team and the company are the additional qualities. Above all, a customer service team leader should possess good people management skills, a passion for customer service and the willingness to stand for their customers and team members.




Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.