LEGENDARY SERVICE: The Key is to Care - Hardcover

Ken Blanchard; Vicki Halsey; Kathy Cuff

Hardcover

ISBN 10: 0071819045 ISBN 13: 9780071819046

Publisher: McGraw Hill, 2014

Synopsis

Take care of your customers - or someone else will!

Legendary Service

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 this title

Review:

"As someone who has built a lifetime career around creating excellence for guests, I appreciate the simple truths in Legendary Service. Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group

"Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline¶ staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf

"Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules

From the Publisher:

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.

About this edition

• Publisher: McGraw Hill
• Publication date: 2014
• ISBN 10: 0071819045
• ISBN 13: 9780071819046
• Binding: Hardcover
• Edition number: 1
• Number of pages: 176