In short, this is the difference between delivering great customer service and hospitality. But there are some other factors I’d be remiss not to discuss. Related: Ask Jill!

Customer service skills comprise the knowledge, tactics and understanding needed to make customers as satisfied as possible. Here are 12 essential skills.

Customer service availability Monday through Friday from 8 a.m. to 5 p.m. doesn’t cut it anymore. Especially when a customer has an issue that they want to be resolved immediately.