Understanding Human Psychology: Does a Customer service Officer Need To Learn This Skill To understand & Serve The Customer in a Better Way?

Human psychology understanding is indeed useful when it comes to Customer service.
Given the nature of the role, you encounter numerous personalities and attitudes from different people.
Understanding all of these will enable you handle situations in a calm and professional manner as there is no set way of dealing with customers.
Each individual is unique and different in thought, attitude and personality.
What may work for one maybe offensive to another.

While everyone is certainly different, there are commonalities among us as human beings.
For those who take the time to study at least some basic psychology, the job of helping people over the phone is much easier to do.
This can often help you defuse tense situations and anticipate what a customer wants before he or she verbalizes it.
This is one skill that can impress customers and your superiors alike.
http://www.customerservicemanager.com/customer-service-skills.htm

Yes,He does. Mostly the officer most the time serve the guest trough email and phone,not most the time straight way meet and serve the guest.if  straight way meet and serve the guest we will know what is characteristic of guest and what they want. if  they have this skill more easy and will have more confident to explain and serve or explain our product or service to  the gust and that is can make guest feel good and convenient services we provide.