Every day, with every customer interaction, you have an opportunity to either build loyalty or lose a customer. While most companies recognize the importance of customer service to their success, it still feels remarkable when we receive genuinely great service. Our Legendary Service® customer service program teaches your managers and front-line service providers how to consistently deliver ideal service that will keep your internal and external customers coming back and create a competitive edge for your organization.
Delivering great customer service is vital to the success of your business. Yet, creating a service-focused culture can be challenging. Our Legendary Service program teaches your people how to consistently deliver exceptional service that will turn your customers into raving fans and create a competitive edge for your organization. With the Legendary Service course, your organization gets:
We can deliver Legendary Service in-person or as virtual sessions so your people can learn the skills for building customer satisfaction and loyalty wherever they are and whenever they have time.
Legendary Service can also be delivered as three two-hour virtual sessions.
Prework: LAUNCH — Engaging prework assignments, including an assessment on Blanchard Exchange Learner Portal
Session 1: LEARN — Activities that guide participants as they develop a customer map and rate the level of service they provide
Session 2: PRACTICE — Allows participants to reflect on their level of commitment to customers and has them record action plan ideas
Session 3: PRACTICE — Explores the challenges to offering solutions and gaining agreement and strategies for overcoming those obstacles, and guides participants in crafting an expression of appreciation and practicing its delivery
Post: APPLY — Set of micro-activities, including videos, interactions, and worksheets, that learners can access in moments of need to support ongoing learning, performance support, reinforcement, and custom learning journeys
Successful companies make the connection between legendary customer service and a thriving business. They recognize that how employees treat customers is directly related to how managers treat employees. 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 profoundly impact 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.
88% of customers say the experience a company provides is as important as its products or services. And 48% of consumers switched brands in the past year due to customer service.1
1. Salesforce, State of the Connected Customer Report.
Customers fuel business. Companies that deliver consistently exceptional customer service know that their people and the relationships they build with their customers are their most important assets. They build a service-minded culture, recognizing that customer service starts with how employees treat each other internally and extends to external customers. They empower their people to take initiative, resolve problems, and exceed client expectations, resulting in increased customer loyalty, engagement, innovation, and sales.