People assign different meanings to the phrase ‘customer service.’ In business, every day is an opportunity for service providers to either build loyalty or lose a customer. Owing to the varied nature of clients and customers, building loyalty out of all the encounters with customers may prove to be an uphill task. However, it is the work of a business to ensure all their customers’ needs are catered for. A majority of businesses are capable of providing a good customer service. A few of them can provide great service, but even fewer can boast of providing legendary customer service. While great customer service ensures that the customers keep coming back, legendary customer service turns them into promoters (Zendesk, 2014). It is a process that costs time and money. A number of factors determine the rank of the customer service. Getting all of them right is what make a customer service legendary.
Time
A legendary customer service involves timely delivery of products or services. When a customer orders for a service, it is necessary for the company/ business to be on time because testing a customer’s patience has disastrous consequences to the business. A client needs to feel that the business saved his/ her time.
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Quality
Striking a balance between time and quality is challenging for many businesses. Timely delivery of top-notch products makes the customers feel prioritized. As such, they will always crave for more of similar experience. The service providers must ensure their products and services are unparalleled.
Attitude
In a world where businesses are competing for the same customers, smiles and handshakes do not always work the magic. An attendant needs to treat the customer with respect. They need to show care to their customers while serving them. Although not all customers are respectful, service providers need to respond courteously. In this way, the attendant may turn a disrespectful customer into a respectful and a loyal one.
Price
Pricing of goods and services is crucial to any business. The prices need to be just right. Not to be too low to cause alarm or too high to wade off customers. For a business to boast of legendary customer service, they need to do more than just pricing products and services right. They need to make the customers feel they got more than they paid for.
Consistency
When a business provides an excellent service today but an average service tomorrow, then they are way off from providing legendary customer service. In sports, for example, legends such as Mohammed Ali (boxing), Michael Jordan (basketball), or Pelé (soccer) have lasting impacts in the fans’ minds. They consistently produced excellent performance. In business as well, consistent provision of excellent service makes customer service legendary ( Tate and Heil, 2003) .
The Customer Is Always Right
A business that regards its customers’ opinions is on its way toward becoming legendary service providers. Legendary customer service involves treating customers like bosses. Such can only be possible by listening to what the customers have to say and perfecting the art (Meytin, 2017).
In conclusion, the customer relationship is the foundation of any business. If a customer is satisfied with the service, he/ she stays, if not, he/she gets a different provider. A great business wows its customers leaving them to crave for more of the same or better experience ( Conlow, 2016) . While surpassing the customers’ expectations is not easy, it is one of the requirements that a service provider should pass to be considered legendary customer service. Treating customers courteously, timely delivery of products or service of top-notch quality and at the right price qualifies the customer service as great. It is consistency that turns great customer service into legendary.
References
Meytin, S. (2017). Forbes: Why Even Difficult Customers Are Always Right. Retrieved on October 26 th , 2017 from https://www.forbes.com/sites/theyec/2017/04/27/why-even-difficult-customers-are-always-right/#16e98d847b76
Conlow, R. (2016). Customer Service Manager: 7 Signs of Legendary Customer Service. Retrieved on October 26 th , 2017 from https://www.customerservicemanager.com/7-signs-of-legendary-customer-service/
Tate, R and Heil G. (2003). Customer Focus Consulting: Ten Commandments of Legendary Service Retrieved on October 26 th , 2017 from http://www.customerfocusconsult.com/articles/articles_template.asp?ID=20#.WfFqRHlx3IV
Zendesk. (2014). How to create raving fans with legendary customer service Retrieved on October 26 th , 2017 from https://www.zendesk.com/blog/create-raving-fans-legendary-customer-service/
