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1-Page Summary of Legendary Service
Overview
Customer service is crucial to the success of a business. It’s not just about giving customers what they want, but also making them happy in every way possible. This will ensure that your competitors are left in the dust while you get ahead of everyone else.
This strategy only works when you provide better customer service than your competitors.
This article is about a student named Kelsey who goes to school and works at a job. She learns how to provide legendary customer service from her experiences, which include the following: knowing if your customers prefer pretzels or popcorn; empowering employees with accountability for customer service; and making one grandmother’s day by waving at her in the store.
Big Idea #1: Legendary service is all about building relationships that promote business success.
Everyone values good customer service, but simply telling employees to be nice isn’t enough. To have legendary service, you need a real strategy that involves caring about customers’ needs and working with them to make them happy. That’s the foundation of legendary service, which is based on building relationships with your internal team members as well as your external ones.
Workplaces where employees feel valued and respected are more effective. To put this into action, managers should create a work environment that motivates employees to provide great service for customers.
The second relationship is with your customers. You want to deliver legendary service that’s consistent and smooth, so that they’ll come back to you instead of going elsewhere. If you neglect this, it can have serious consequences for your business. For example, Kelsey learned this the hard way when she was working at a discount store and couldn’t help a customer return an item because her manager wouldn’t let her accept it without a receipt even though it was broken. The customer left angrily after protesting, and never came back again; consequently, Kelsey felt bad about not being able to help them out since helping people is important to her as well as dissatisfying work conditions due to the previous day’s events still lingering in her mind. Therefore, managers should follow ICARE (Identify Customers’ Needs & Understand Them Personally) model which we will explore in more detail later on in this article.
Big Idea #2: “I” stands for ideal service – begin by asking yourself, how you can meet your customers’ needs?
How would you rate your last customer experience? Did you go to a supermarket, salon or garage for something?
Most companies want to provide a great customer experience, but few deliver on that promise. We will define what an ideal customer experience is and use it as the foundation for our company’s service strategy.
To provide ideal service, you have to go above and beyond what would be considered normal. You have to make your customers feel special, as if they are the only ones who matter. This can have immediate results in terms of repeat business. Kelsey learned this when she tried it at work with a customer who was buying supplies for her son going off to college. The woman seemed sad but grateful that someone had taken the time to help her out.
The customer first introduced herself by name and then started asking the cashier for help. The cashier asked her a few questions about what she needed to buy, and then helped her with all of those items. She even recommended a book that might be useful for the customer’s son who was going off to college soon.
A department meeting took place at the store where Kelsey works. Her manager read a letter he received from a customer who loved her service so much that she promised to recommend the store to all of her friends. The story is an example of great service and how it can make customers feel special, which will result in them coming back again and again.
