Summary of Legendary Service

The Key Is to Care

McGraw-Hill, more...

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Legendary Service book summary
One-Minute Manager author Ken Blanchard provides five steps for building a legendary service culture and reaping the profits.


7 Overall

8 Applicability

6 Innovation

6 Style


Most businesses assume that they deliver good customer service; they may be in for a rude awakening. Noted customer-service guru Ken Blanchard – best-selling author of The One-Minute Manager – and his co-authors Kathy Cuff and Vicki Halsey detail how customer service can be easy and inexpensive to deliver when your managers and employees understand what to do. The authors illustrate each element of their “ICARE model” with a running parable of an employee learning about great customer service. They recount incidents from their sample employee’s training and her workday in a cogent, digestible series of anecdotes illustrating the authors’ accessible advice. getAbstract recommends this direct, if basic, manual – a genuine asset for your employees and customers – to managers and staff members who want to learn about “legendary customer service,” advance their careers and help their company prosper.

In this summary, you will learn

  • How to establish a “culture of service” in your organization
  • How to use the five components of the “ICARE” customer-service model
  • How to improve service to your internal and external customers


Making Customers Feel Wanted
It may sound too simple to believe, but the secret to great service is showing customers that you care. Despite the ease and low cost of outstanding service, most businesses fail to provide it. Instead, misinformed companies rely on expensive marketing efforts...
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About the Authors

Ken Blanchard is co-founder and chief spiritual officer of the Ken Blanchard Companies, where Kathy Cuff is senior consulting partner and Vicki Halsey is vice president of applied learning. Cuff and Halsey co-authored the Legendary Service training program. Blanchard is the co-author of 60 books, including The One Minute Manager.

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