Ken Blanchard’s “Legendary Service” is a must-read book for anyone who wants to provide exceptional customer service. In this book, Blanchard provides practical advice on how to create a customer-centric culture that focuses on delivering outstanding service. The book is divided into three parts, each of which covers a different aspect of delivering legendary service.
In the first part of the book, Blanchard discusses the importance of creating a customer-centric culture. He argues that companies that prioritize customer service are more likely to succeed in the long run. Blanchard provides several examples of companies that have built their businesses around exceptional customer service, including Zappos and Amazon. He also provides practical advice on how to create a customer-centric culture, including:
- Defining your company’s purpose and values
- Hiring employees who share your values
- Training employees to provide exceptional service
- Measuring customer satisfaction
- Rewarding employees for providing exceptional service
Part 2: Delivering Legendary Service
In the second part of the book, Blanchard provides practical advice on how to deliver exceptional service. He argues that customer service is not just about solving problems but also about creating positive experiences for customers. Blanchard provides several examples of companies that have delivered legendary service, including Ritz-Carlton and Southwest Airlines. He also provides practical advice on how to deliver legendary service, including:
- Providing personalized service
- Being authentic and genuine
- Listening actively
- Solving problems quickly and effectively
- Following up with customers
Part 3: Building a Legacy of Service
In the final part of the book, Blanchard discusses the importance of building a legacy of service. He argues that companies that prioritize customer service are more likely to succeed in the long run. Blanchard provides several examples of companies that have built their businesses around exceptional customer service, including Apple and Starbucks. He also provides practical advice on how to build a legacy of service, including:
- Creating a customer advisory board
- Conducting customer surveys
- Sharing customer stories
- Celebrating customer service successes
- Continuously improving customer service
Conclusion
Overall, “Legendary Service” is a must-read book for anyone who wants to provide exceptional customer service. Blanchard provides practical advice on how to create a customer-centric culture, deliver legendary service, and build a legacy of service. By following Blanchard’s advice, companies can differentiate themselves from their competitors, build loyal customers, and create a sustainable business. If you want to provide exceptional customer service, “Legendary Service” is a must-read book.
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