I have worked in customer service positions in different industries since 2007, and the one thing I have learnt is that every single issue has a human being behind it who is frustrated, confused, or simply hungry for answers.
Just today, as I was preparing for my work day, cleaning my mailbox, reading a handful of important newsletters I enjoy, I realised while reading this particular one that there’s no such thing as a job without customer support, or is there?
Whether you are building a startup, working in a small or big team, managing a small or big team, or running a one-person business, you will find yourself in customer support mode sooner or later. Because at its core, business is about people, and people will always have questions, challenges, and needs.
Five Essential Skills for Support (and Life)
Over the years, I have noticed that great customer support comes down to five essential skills. These aren’t just “job skills”—they are life skills every entrepreneur (or human) should practice:
- Empathy – Behind every support ticket or complaint is a person, not just a problem. Empathy helps you see beyond the words and connect with the human being.
- Patience – Not everyone communicates at the same pace or in the same way. A patient response often defuses tension and makes space for understanding.
- Communication – Clear, concise, and kind words avoid confusion. Listening actively is just as important as replying well.
- Problem-Solving – At the end of the day, people want solutions. The faster and more effectively you can find them, the stronger your reputation becomes.
- Adaptability – Every customer, client, or situation is different. Flexibility allows you to adjust your approach and deliver the right kind of help.
The truth is, these skills don’t just serve the customer; they sharpen you as an individual or business owner. They build resilience, improve judgment, and even make you a better leader.
A Life Skill We All Need: The Desire to Learn
One line from the Help Scout newsletter really stuck with me: people have to want to learn!
That is a foundational truth. No one can force learning on another person. In business, in life, in relationships, growth only happens when the individual is willing. And the willingness to learn is a skill in itself.
It is why I always encourage people to write. Writing forces you to think, reflect, and practice clarity. It is a simple way to cultivate patience, communication, and adaptability. In fact, I believe everyone should run a personal blog. I have shared my thoughts on that here: How to Blog with a Purpose.
Meeting People Where They Are
I will end with this powerful reminder from the newsletter:
When a customer arrives in the queue desperate for help, they may have no interest at all in learning to fish. They need a fish immediately so they can eat and get back to their actual job.
If you try to leap straight into teaching, it can feel unhelpful and condescending. Nobody learns well when they are hungry.
When I ran a team I taught a simple model: “Answer, elaborate, anticipate”.
People have to want to learn, you can’t make them do it unwillingly. What differentiates decent, helpful, but mediocre support from excellent support is that level of applied judgement. Meeting each person where they are right now and giving them whatever is most helpful.
I’m Mojisola, a WordPress advocate and digital educator passionate about helping people build sustainable online businesses. Through my work, I share lessons learned, strategies that work, and practical guidance for entrepreneurs navigating the digital space. If you enjoyed this post, let me know in the comments what you would like me to write about next or subscribe to get fresh insights straight to your inbox. You can also reach out if you would like to explore working together on your entrepreneurial journey.
