Customer Service Representative Skill Checklist

How to use this checklist

Use this printable checklist to track your progress. Every checked item is a genuine step toward being interview-ready.

Communication

• ☐ Clear phone voice and pace.
• ☐ Professional written English for chat and email.
• ☐ Empathy statements without sounding scripted.
• ☐ De-escalation techniques.

Software

• ☐ One CRM or ticketing tool (Zendesk, Salesforce, Freshdesk).
• ☐ One phone/contact center tool (Talkdesk, Five9, Amazon Connect).
• ☐ Slack or Teams for internal coordination.

Work habits

• ☐ Type 45+ WPM while talking.
• ☐ Document every call with clean notes.
• ☐ Meet daily targets on quality and volume.
• ☐ Ask for coaching after any bad call.

Recommended learning path

1. Typing Trainer — 50+ WPM.
2. Office Skills — communication and customer service lessons.
3. 10-Key Trainer for account lookups.