Organizations love to be known for great service. 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 by recognizing that the way employees treat customers is directly related to the way managers treat employees.
Legendary Service follows Kelsey Young, an optimistic but disillusioned sales associate who is 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 practicing the five components of Legendary Service.
Kelsey works at Ferguson’s, which isn’t known for its excellent service. Still, she believes that she can make a positive difference. Kelsey quickly learns that culture change isn’t easy, and her role as a frontline employee is more significant that she 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 your customers’ service experience. Whether a CEO or a part-time employee, every person can make a difference—and customer service is everyone's job.
"Provides the essentials of hospitality and servant leadership in a way that everyone can adopt—right now—today!"
~ John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo
Category: Managing organizations
Publication date: 2014
Product dimensions: 5.60(w) x 8.70(h) x 0.53(d)
Also available in e-reader formats