Legendary Service Book CoverThink of a time when you experienced really excellent service. Now compare that to a time when the service you received was just acceptable—okay, but nothing special. Which organization do you want to do business with again? I’ll bet it’s the one where someone made you feel valued and cared for—someone who understood the true importance of Legendary Service.

That’s the central message of my latest book, Legendary Service: The Key Is to Care. It’s a story that I think will change the way people look at service. I wrote it with my colleagues Kathy Cuff and Vicki Halsey, two experts on customer service. As coauthors of our Legendary Service customer service training program, Kathy and Vicki have spent years teaching the concepts of Legendary Service to clients in every industry.

What we know from working with companies of all sizes is that most organizations recognize the necessity of offering great customer service, but few really get it right. They zero in on specific tactics or trendy catchphrases, or they provide training to just a small number of people in customer service roles. They don’t understand that the best companies work to create a true service culture—where taking care of customers is everyone’s responsibility, not just the job of the people in the customer service department. These companies look at service from three equally important perspectives:

  1. Frontline service providers, who play a critical role because they are the ones who have direct contact with the customer.
  2. Managers, who not only empower their frontline people to provide exemplary service, but also act as role models for both internal and external service excellence.
  3. Senior leaders, who fully embrace the service initiative and communicate desired behaviors to the entire organization. Their goal is to create an environment where associates feel that they are valued internal customers of the organization so that they, in turn, want to take care of external customers and make them feel valued.

Legendary Service is really an inside-out issue—in two ways. At an organizational level, creating loyal external customers begins by taking care of your internal customers—your people.  At a personal level, providing great service begins when you realize that, as an individual, you have control over the service experience each of your customers receives. You can create a loyal customer by the service you provide.

To get at this dual focus, we use a model we call ICARE. We believe that there are five steps to becoming a Legendary Service provider:

  • Ideal Service: Meet the customer’s needs on a day-to-day basis by acting on the belief that service is important
  • Culture of Service: Foster an environment that focuses on serving the customer
  • Attentiveness: Know your customers and their preferences
  • Responsiveness: Demonstrate a genuine willingness to serve others as you fulfill their individual needs
  • Empowerment: Take the initiative to implement the service vision

We’ve found that the lessons of this simple model, when applied, will have a profound impact on the service experience your customers—both internal and external—will receive.

You can find out more by joining my coauthor Kathy Cuff on April 16 for a free webinar called Creating A Customer Focused Organization, where she will be sharing some of the book’s key concepts. We have also created a special web page where you can take an online quiz about your company’s service mentality and read an excerpt from the book. I hope you’ll check out both of these resources and discover the value of creating a Legendary Service culture in your organization.


Five Keys to Great Customer Service

Read more http://howwelead.org/2014/04/10/five-keys-to-great-customer-service/