LEGENDARY SERVICE ORGANIZATION

Legendary Service Organization

Legendary Service Organization

Introduction

Are you seeking to boost customer retention through personalized, caring service? Are you trying to attract customers, earn their loyalty, and empower your employees to create and deliver innovative solutions? Customer satisfaction builds customer loyalty. Customer satisfaction can only be achieved through motivated, friendly employees who have the knowledge and authority to resolve customer issues.

Blanchard® surveys show that the dilemmas of increased competition and retention of customers are pervasive and costly. Gaining a new customer is six to seven times more expensive than retaining an existing one.

The solution lies in growing a service culture that encourages employees to take ownership for driving improvements, innovation, and cost savings. This service culture is created by developing the skill set of employees to be responsive and attentive to unique customer needs. This is the essence of our Legendary Serviceprogram.

We define Legendary Service as consistently delivering ideal service that keeps customers coming back. With time and consistency, this becomes the competitive edge for your organization. The Legendary Service program focuses on consistently delivering exceptional customer service through improved employee engagement. Legendary Service creates awareness and skills for people at the top levels of your organization and drills down to those most in touch with customers.

Legendary Service is a fast-paced, interactive program where participants develop their personal service vision in alignment with organizational imperatives, practice Legendary Service skills, identify their customer groups to provide consistent personalized service, and unleash their personal power as they focus on taking care of self as the foundation for taking care of others.

ISSUES ADDRESSED

• Ensuring employee engagement

• Empowering employees to act on behalf of their customers

• Developing and retaining loyal customers

• Differentiating your organization through its customer service

• Improving internal and external customer service

OUTCOMES

• Improved customer satisfaction that drives repeat business

• Aligned practices to ensure seamless customer service is delivered consistently

• Increased customer loyalty

• Empowered people who fulfill their leadership potential and know where and how they can make a difference

• Continuous service improvement that increases market share, improves margins, and reduces costs

HOW TO GET THERE

The Legendary Service workshops teach two very critical groups in your organization: “service providers” and what they can individually do in their jobs to take the lead and provide better service to customers; and “service champions”—an organization's leaders and managers—to show them how to provide the framework for creating a culture of service and to define their role in ...