Most business people tend to focus only on the sales numbers and not on how well their product or service is being marketed. Or even what their customers think of them post-purchase. Such entrepreneurs forget an essential ingredient of success for their businesses. This concerns customer service. Please understand that how you handle your customers matters most in your business. Statistics show that 81% of consumers say a positive customer service experience boosts their chances of making other purchases. On the other hand, 95% of all consumers regard customer service as the most important factor for brand loyalty.
That’s why successful entrepreneurs have gone digital by investing in customer contact center software. Today’s businesses need contact center solutions. The self-service portal reduces the time agents could have spent on customer calls seeking assistance. It cuts down on customers’ waiting duration and also lowers overall costs. Cloud contact centers allow customer support on diverse channels like email, chats, websites, and other applications, not just phone calls. Enhancing the relationship your clients have with your business helps to build excellent customer service. You must create a positive, helpful, and friendly environment that will ensure you leave a remarkable impression on your clients.
Fortunately, you can now satisfy your clients by focusing on achieving the 3Ps of customer service. Let’s find out what the 3Ps are and how you can achieve them.
What Are the 3PS of Customer Service? How Do You Achieve Them?
Professionalism is the first ‘P.’ This refers to the approach towards your clients. You can get into a situation where a customer is agitated or starts acting immaturely. In this case, you must act professionally by calming the situation. Any action you take should positively represent your brand’s image.
Here’s one common way to practice professionalism and apply it to your existing customer service guidelines.
- Always Act Calm and Collected
Most importantly, professionalism implies acting calm and collected no matter the situation. For instance, you may get defensive if a client gets upset with a product or has a bad experience with a customer representative.
Here, you can end up responding to their complaints, perhaps with a harsh tone. But, trying to attack a customer’s behavior when they are dissatisfied will not solve the issue at hand.
Maintaining calmness offers reassurance that you’re ready to address the customer’s problem and willing to help them.
Patience is a significant aspect of customer interaction. The lack of it can quickly distort smooth customer interaction and cause chaos between clients and customer agents.
Acknowledge that each customer is different in their thoughts and behavior. Every customer will learn at different paces, even with the common dos and don’ts.
They might even react to standard practices in ways you may not have anticipated. But, no matter the different reactions, offering high-quality customer service means being calm, flexible, and comfortable with the varying personalities of customers.
So, how do you practice patience in your customer service?
- Adjust Your Rules to Satisfy Customer Needs
Every customer is unique. Thus, offering exceptional customer relationships doesn’t mean giving a ‘one size fits all’ customer service. Customer-centricity is the key to success in any business.
Exercise patience with your clients by being flexible with the set company rules. It’s crucial to have general service rules for your employees. But, sometimes, a client may need to be guided slowly to attain the experiences you offer.
In such cases, exceptional customer service will mean going out of your rules and norms to help your clients.
- Offer Flexibility with Contact Center Solutions
An excellent way to showcase patience in your service operations is by letting clients move at their individual paces. It doesn’t matter whether you’re trying to answer a customer’s question or helping them handle a challenging issue. Remember that whatever appears simple to you may confuse your customer.
So, give them the flexibility of moving at their own pace. Do not rush them to understand or follow the instructions you have for them.
By letting them control their pace of interaction, you steadily and effectively bring them up to the required level. That way, the customer leaves happy and satisfied and will most likely come again.
- Thankfully, contact center software solutions allow customers to enjoy self-services. They can solve customer problems with two-way, keyword-directed instant messaging or chatbot communication. With the Omni-channel strategy, customers get to have a unified experience of the brand across all platforms. Additionally, with cloud contact center support, there are strict and enhanced data security measures in place to protect customer and business data.
Contact center solutions are tools to provide centralized, omni-channel customer service support for faster and more efficient handling of support queues. Supported channels include email, chats, websites, and other applications. Thus, a contact center may comprise one or more call centers.
3. People-First Attitude
This element builds out of the first two; professionalism and patience. With a people-first mentality, you can use your customer service strategies to reinforce the aspect of human connection.
Putting your customers first means offering exceptional services. And that, even if money-making matters, it isn’t the most significant part of the transaction. Here, the priority is the connection you create with your customers.
The most significant element of high-quality service concerns basic humanity. So, to work towards achieving the people-first aspect of customer service, ask yourself these two essential questions:
- Whenever my customers raise concerns, do they feel heard and understood?
- Do my customers feel valued and wanted anytime they make a purchase?
To answer these questions with a sure “yes,” you should do the following:
- Empathize with Your Customers
Showing empathy for your clients matters the most. It means that you’re working best to maintain a people-first attitude. Whether they act calm or defensive, it always helps to put yourself in their shoes.
In most cases, these clients aren’t only complaining due to a concern with your product or service. Instead, they might also be facing other pressure from other personal, family, and professional issues.
Thus, empathizing with your customer’s experiences is a great way to make them feel better. It makes them feel heard and cared for. As a result, it increases their chances of becoming regular customers.
- Personalize Customer Experiences
A people-first attitude also concerns building a long-term relationship between the company and each customer. That’s why the best companies discover how to personalize their client experiences.
One significant way you can attain this is through giving customized client gifts. It doesn’t matter when you present it; the personalized gift becomes a physical representation of your attitude and concern towards your client. It shows that you understand their interests and also appreciate their support in your business.
Some of the personalized gifts you can present to your customers include:
- Personalized gift cards
- Quality pens and notebooks
- Water bottles
- Wall frames
Many companies struggle with how to improve their customer services. They wonder whether to adjust their customer support hours or hire more customer-facing agents.
Now, with the details discussed under the 3Ps (patience, professionalism, and people-first attitude), you should know how to confidently make each insight actionable.
Even though customer service may differ from one customer to another, as long as you follow the guidelines above, you’re on the right track.
You can achieve all the aspects of the 3Ps under modern contact center solutions. Hosted contact center solutions offer omnichannel support where clients can easily switch from one communication channel to another and still seamlessly continue with their query, without having to repeat their concerns in every medium.