By Lorraine Wilson, Co-Founder, Keyba Careers
You might be underestimating this skill…
You might think customer service only applies to retail roles… but it’s actually one of the most valuable skills in any career.
From my experience as a business owner, I can tell you this with confidence:
When we’re hiring, customer service skills stand out immediately.
Why? Because they influence how you communicate, solve problems, build relationships, and represent a business – regardless of your role.
Why customer service matters (from a business owner’s perspective)
Every business relies on its customers. Quite simply: No customers, no business.
When someone has a positive experience, they are far more likely to:
- Come back again
- Recommend the business to others
- Leave a positive review
On the flip side, one poor experience can:
- Lose future business
- Damage a reputation
- Be shared widely online
Attracting new customers takes time, effort and resources. Losing them because of a poor interaction is something no business can afford.
That’s why, as business owners, we place so much value on employees who understand how to deliver a great customer experience.
Why this gives YOU an edge in any career
Here’s where this really matters for you.
Customer service experience isn’t just about dealing with customers – it’s about how you work with people, including colleagues, suppliers and clients.
Even if your role doesn’t involve dealing with consumers or business clients, you will still:
- Communicate with colleagues
- Support team members
- Contribute to the overall experience delivered to customers and the culture of the business
Employers look for people who:
- Listen and understand needs
- Communicate clearly and professionally
- Stay calm under pressure
- Take initiative to solve problems
These are all customer service skills – and they are highly transferable.
This is what gives you an edge.
Confidence builds trust (and employers notice it)
Confidence is another key part of customer service – and something employers are always looking for.
Customers are naturally drawn to people who:
- Understand their products or services
- Speak with clarity and certainty
- Can guide and educate them toward the right solution
From a business owner’s perspective, this builds trust quickly.
But it’s important to remember: Confidence is not about being pushy.
True confidence is:
- Asking the right questions
- Listening carefully
- Helping someone make an informed decision
When you take this approach, people feel heard, supported and understood.
Every role involves customer service (whether you realise it or not)
There’s a common misconception that customer service only exists in front-facing roles.
The reality is: Everyone in a business contributes to the customer experience.
From the receptionist to the director – every interaction matters.
That’s why employers look for candidates who understand:
- The value of a customer
- The importance of positive interactions
- Their role in delivering a great overall experience
How to demonstrate this in an interview
When you’re preparing for an interview, it’s not enough to say you “work well with people.”
You need to show it.
As a business owner, this is what we want to hear:
- You are customer-focused and support your team
- You bring a can-do attitude and genuinely want to help
- You listen first before responding or offering solutions
- You can read people and adapt your approach
- You are interested in understanding how the business operates, including the sales process
- You aim to create positive experiences so customers return
- You understand the importance of following up
- You know when to ask for support, especially in challenging situations
Most importantly, we want real examples.
Be ready to share:
- A time you provided great customer service
- A time you experienced poor service and what you learned from it
- How you handled a difficult situation and what the outcome was
Customer service isn’t just a skill – it’s a mindset.
When you understand the value of people, communication and experience, you become a much stronger candidate in any role.
And from a business owner’s perspective – that’s exactly what we’re looking for.
Want to build your confidence in customer service?
If you’d like to strengthen your customer service skills and feel more confident in interviews, we cover this in detail in Keyba Careers job readiness courses.
You’ll learn:
- What great customer service really looks like
- How to communicate confidently with customers and team members
- How to demonstrate these skills clearly in an interview
