Think of a time when you experienced truly excellent service. It may take you a few minutes—I don’t mind waiting. Got it? Now compare that to a time when the service you received was just acceptable, but nothing special. Which organization do you want to do business with again? I’ll bet it’s the one where…
There are three groups of people you need to take care of if you are going to create a customer-focused organization—but most companies only focus on one. That’s a big mistake, say Kathy Cuff and Vicki Halsey, co-creators of The Ken Blanchard Companies’ new Legendary Service training program. “Every organization knows they need to focus…
New survey results from more than 560 business leaders and human resources and training professionals identified the top nine most important customer service issues. By combining the ratings of issues rated as very important or extremely important, researchers at The Ken Blanchard Companies were better able to rank the issues presented. For example, 69 percent…
“If you don’t take care of your customers, someone else will,” explain Kathy Cuff and Vicki Halsey, co-creators with Ken Blanchard of The Ken Blanchard Companies new Legendary Service® program. A new infographic just published by The Ken Blanchard Companies identifies that poor customer service costs organizations in excess of $300 billion dollars annually. Statistics…
The Ken Blanchard Companies Ignite newsletter is a must-read for leadership, learning, and talent development professionals.The just published April issue explores how to create a culture of service in your organization. Highlights include Take an Inside-Out Approach to Improving Customer Service Scores Customer service expert Kathy Cuff believes that organizations need to take a look at how their…
Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to review the quality of their customer service is when they are trying to create a culture of service across the entire organization. That could be because…
Want to improve customer service? Three learning and development techniques can help. In a recent video interview about the release of The Ken Blanchard Companies new Legendary Service program, co-creator Dr. Vicki Halsey shares how vision, learning, and self-reflection can be used to improve service. An Inclusive Service Vision “You need a service vision as…
In a recent video interview, Kathy Cuff, co-creator of The Ken Blanchard Companies’ new Legendary Service program, identifies three ways senior leaders can help create a culture of service in their organization. See service as everyone’s job Cuff recommends that organizational leaders begin by expanding responsibility for customer service to everyone in the organization—not limiting…
A couple of years ago I was speaking at a conference for university facility managers and learned something new: most students make their decision to attend a school within the first hour of their visit to the campus. I was interested in the topic both personally and professionally at the time, as both of my…
This guest post is from Ian Beeson, managing director of Blanchard International, Australia. Every interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other. We’ve all felt the stress associated with a…