What Is The Most Important Quality Of A Good Leader – When it comes to managing a business, there is no shortage of things to do. Whether you’re focusing on sales numbers, marketing strategy, or internal organization, there’s always something you can do and your team can improve. That said, when it comes to customer service, it can be difficult to know exactly where to focus your improvement efforts. Do I need to set customer support hours? Should I hire more customer-facing employees? Maybe I should rethink my whole customer service approach? Answering that question is not easy. But, taken together, the real concern is where to focus first, begging the question “What are the 3 important qualities of customer service?”

Essentially, the 3 essential qualities of customer service center around the three “p’s”: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you follow these guidelines, you’re on the right track.

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Here, we will distinguish the 3 qualities of customer service in more detail. We’ll also touch on some leaders in customer service, so you can follow their lead if you’re not sure what quality customer service looks like. Let’s get started! 🙌

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To understand why the three “P’s” are important, first, let’s take them apart. “P”, the first professionalism, refers to the attitude you have towards your customers. Even if a customer is upset or acting immature, you should diffuse the situation, if possible, and do what you can to represent your brand in a positive way.

The second “P,” patience, means remembering that every customer is different. Although there are some common “do’s” and “don’ts,” each customer learns at a different pace and may respond to common practices in unexpected ways. Consequently, providing high quality services means being creative and flexible.

Finally, the third “P”, the first attitude, is built on professionalism and patience. With this attitude, your customer service strategy should reinforce the idea of ​​human relations. In other words, exceptional service means remembering that, even if cash changes hands, money is not the most important part of the transaction. It is the relationship you create with the customer.

We will discuss each of the 3 important customer service qualities below, in more detail. That way, you don’t just know what you “should” do. You will also know how to make each insight with confidence.

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First and foremost, let’s look at professionalism. Of the 3 important customer service qualities, professionalism is probably the most basic and the first one you want to demonstrate when you enter the workplace. However, when serving frustrated customers, staying alert can be easier said than done, and, ultimately, it takes practice and experience to ensure you’re confident and level-headed at all times. Below are the most important components of professionalism in customer service.

From the outside, professionalism first means staying calm and collected at all times. If a customer is angry about a product, an experience with an employee, or just the situation at hand, it can be easy to get defensive and respond to the complaint with the same tone and volume. However, mirroring customer behavior when they are unhappy rarely solves the problem. Remaining calm, on the other hand, reassures them that their concerns can be addressed and that you are there to help.

In the retail environment, for example, there are many examples of employees pleasing unhappy customers. During a recent trip to the store, for example, I saw a customer complaining loudly about missing products. It’s a sale item, he shouts, and since the shelves are empty, he robs them of the reduced price. He also insisted that it was the fault of the employee in front of him, although he appeared to be a deli manager, not a member of the stock team. However, despite his demeanor and raised voice, he remained calm and walked over to the store’s customer service desk, assuring him that he would receive a wet check and be given the sale price if the item was back in stock.

In the end, because the deli manager is so cool and important, the customers seem to relax and leave the store with their problems solved. Likewise, in your own business, practicing the 3 essential qualities of customer service means staying calm and solving problems. That way, you not only reduce customer dissatisfaction. You also present your brand in a professional way, making them more likely to come back, even if their needs can’t be met right away.

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As a rule, empower each employee to make decisions below a certain dollar amount. The “right” dollar amount will depend on your business model and estimated customer lifetime value, but anywhere between $20 and $100 may be about right. In the example above, the product probably costs less than $10. It’s not worth anyone’s time to elevate that complaint to someone else – and, it’s definitely not worth losing a customer (even if it’s Karen Edan!) Because he’s frustrated that it took “said to the manager” to solve the complaint. Train your colleagues to find quick and acceptable solutions while keeping “P” top of mind.

Speaking of bad experiences, professionalism in customer service also includes seeing every experience as a learning opportunity. Like arguments with friends or family members, experiences with difficult customers usually come from both sides of the situation. Because of this, even if the customer takes an immature tone or responds in a superior way, there is usually a valid reason for their displeasure. Look for the reason and focus on how to overcome it so that you can avoid similar confrontations in the future.

Always a way to take a negative experience and turn it into a chance to learn and improve. Here are some examples to start your positive.

At the end of the day, the key to seeing a bad experience as an opportunity is to remember that, with every unhappy customer, you are there to help repair the professional relationship. In other words, practicing the 3 essential qualities of customer service doesn’t just mean turning a contentious situation into a calm one. It also means learning from the situation, so that it does not arise again with other customers.

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The final component of professionalism is simple: treat your employees as well as your customers. For many business owners, it’s easy to get into an “eye on the prize” mindset and focus on the customer above all else. However, when the customer’s happiness is valued more than

Happiness, the latter tends to decrease. At that point, if employees aren’t happy, they can’t help customers be happy. Essentially, business owners build their entire customer service strategy on a cracked foundation.

To avoid this, creating a professional customer service environment means empowering your employees as much as you support your customers. Google, for example, has consistently received praise for its company culture and the benefits it offers employees. In addition to standard perks, like health insurance and a 401K, these benefits include rare perks like free meals, a dog-friendly office, and an on-site fitness center. Employees are also encouraged to follow the “80/20 rule”, devoting 80% of working hours to existing projects and using the other 20% for creative space to develop new ideas. Because of these advantages, Google has not only grown dramatically in the last two decades. It also more than doubled customer satisfaction ratings and grew annual revenue from $1.5 billion in 2003 to $280 billion in 2022. That’s a massive return on investment from treating employees very well!

In the same way, whether you’re a giant in your niche, like Google, or a mom-and-pop shop, great customer service on the front end of your business can only happen when there’s a great work environment behind the scenes. Remember, happy employees make happy customers. Looking at the 3 essential qualities of customer service, it doesn’t get any easier than that, does it?

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Well, that just wraps up the “professionalism” aspect of the three “Ps”. Next in the 3 important qualities of customer service is the second “P’: patience. In general, if professionalism is the basis of a good customer service strategy, patience is like a frame. Although it is not always explicitly stated, it is one of the important components in the interaction with customers and, without it, calm interactions can quickly become problematic. Consequently, the importance of patience – with yourself, team members, and customers – cannot be underestimated. Below are some general ways to practice patience and apply existing service guidelines.

One way to show patience with customers is to be flexible with company protocol. While it’s undeniably a good rule of thumb to have general service guidelines for you and your team, sometimes customers need help getting the same experience you provide for your average customer. In these situations, exceptional customer service involves going outside of your standard rules

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