The 6 P’s Of Great Customer Service

In the words of Rocky Balboa, “If you’re talking, you’re not listening. If you’re not listening, you’re not learning.” This saying can be applied in a business setting, as people may talk to others but not genuinely listen and learn from them. If your company practices effective communication, you are open to ideas and innovation, as employees feel they can contribute without feeling judged or intimidated by the insights they share.

Effective communication is needed for first-rate customer service. This business article covers the six P’s of excellent service; the first is being polite, which requires practical communication skills.

Polite

If your business is using AI powered chatbots then there is no need to be concerned about how they are interacting with your customers, If you’re still using humans then your customer representative needs to act cordially and politely at all times. Naturally, this is harder to achieve all the time. However, your brand will be tainted should bad customer service prevail.

Customers need to know they can complain about the product or service they have received without being shot down by a service representative.

People

Hiring and retaining the right people is crucial to delivering excellent customer service. This includes hiring and training customer service representatives who are knowledgeable, empathetic, and capable of effectively addressing customer needs.

Your people need to know they have a career with you as your business adopts emerging technologies like AI-powered chatbots and customer service platforms like Zendesk, LiveAgent, and ClickDesk.

Processes

This pertains to the systems and procedures to ensure a smooth and efficient customer service experience. Establishing transparent processes helps handle customer inquiries, resolve issues promptly, and maintain consistency in service delivery.

Ensure your customer support team engages with each other during team meetings. Weekly meetings can cover challenging calls, and new templated responses can be implemented to help the team deal with similar calls if required.

Prepared

Your support staff should always be prepared for each call as a new scenario and try to follow the logic of someone calling to explain their errors or difficulties. Allow your staff more excellent utility in how they can provide a solution.

Allow your staff to apologize and admit fault for a product, and send a replacement and delivery instructions. Follow the procedure when verifying the account holder, or perhaps do so despite the account holder misremembering or losing their vital information.

A script to follow can serve as a good guideline, but allowing creative solutions for your staff can help them think of solutions and develop a more extraordinary idea of how to satisfy the situation.

Product

Whatever your business is selling – your customer support team needs to know the common issues with it. This refers to all the actual goods or services provided by your company. Additionally, common problems must be resolved so the products meet or exceed expectations for customer satisfaction.

Additionally, providing the customer service team with accurate and helpful information about the product, including all updates, is essential for a positive customer experience.

Present

Being present for customer support means being available and responsive to customer inquiries, concerns, or issues promptly and effectively. It involves providing customers a positive and helpful experience whenever they reach out for assistance.

While being available 24/7 can be beneficial, it’s not always a strict requirement for every business.

Businesses can achieve a strong customer support presence through AI chatbots and live chat support. The combination of AI chatbots and live chat support is often called a “blended” or “hybrid” approach. Businesses can use AI to handle routine tasks and provide initial responses, freeing human agents to focus on more complex issues or situations requiring a human touch.

Ultimately, the key is to strike a balance that aligns with the customers’ and the business’s specific needs and expectations. If 24/7 support is essential due to the nature of the company or customer base, leveraging AI chatbots for initial interactions and transitioning to live chat when necessary can be an effective strategy.

Summing Up

These 6 Ps create a solid foundation for effective customer service. No business can ignore their customer service. Invest in systems, processes, and people to ensure customer service is at the forefront of your customers’ minds when they think of your brand.