Legendary Service: The Key Is to Care
- 1h 53m
- Kathy Cuff, Ken Blanchard, Vicki Halsey
- McGraw-Hill
- 2014
Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees.
Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined.
In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job.
About the Authors
KEN BLANCHARD, one of the most influential leadership experts in the world, is Cofounder and Chief Spiritual Officer of The Ken Blanchard Companies. He is the coauthor of 60 books that have sold more than 21 million copies, including the iconic The One Minute Manager.
KATHY CUFF is a senior consulting partner with The Ken Blanchard Companies and coauthor of Blanchard's Legendary Service customer service training program. Kathy is a popular and passionate trainer, consultant, and keynote speaker for organizations worldwide.
VICKI HALSEY is Vice President of Applied Learning for The Ken Blanchard Companies and coauthor of Blanchard's Legendary Service customer service training program. Vicki is sought out globally as a trainer, consultant, instructional designer, and keynote speaker.
In this Book
-
Legendary Service—The Key Is to Care
-
Introduction
-
A Frustrating Transaction
-
An Intriguing Course
-
What Is Legendary Service?
-
A Catalyst for Change
-
Ideal Service
-
Culture of Service
-
Attentiveness
-
Responsiveness
-
Empowerment
-
Six Months Later
-
Legendary Service Self-Assessment for Service Providers
-
Services Available—The Ken Blanchard Companies®
-
Join Us Online
