Ken Blanchard Launches Legendary Service in UK
The Ken Blanchard Companies is to launch Legendary Service a new customer service programme.
The UK launch coincides with a keynote speech on the
subject to be made by Ken Blanchard at the European Customer Management
World (ECMW) event in London on Wednesday 14th May 2008.
Blanchard's new 'Legendary Service' programme is a response to findings of
The Ken Blanchard Companies Annual Corporate Issues Survey, which for the
last five years has shown how 'maintaining competitive advantage' is a key
concern for businesses worldwide. This new programme provides the tools for
developing legendary service in
order to create customer loyalty, so customers keep coming back. This in
turn fuels profitability because excellent service becomes a company's
competitive advantage.
Enabling companies to offer outstanding customer service is not new to
Blanchard. In their 1993 book, Raving Fans, Ken Blanchard and Sheldon Bowles
suggested that satisfied customers are not enough; to really keep them on
board you need to create 'raving fans' - customers who are so excited about
the way you treat them that they
want to tell everyone about you and in essence become part of your sales
force. Now Legendary Service provides the road map for creating 'raving
fans.'
The need for this is tangible; 815 managers and training/HR professionals
responding to a recent Blanchard customer service survey indicated that
while leaders and customer-facing employees have primary responsibility for
creating a positive customer experience, only 48% of customer-facing
employees were empowered to take
action to resolve a negative customer experience. Additionally, 74% of the
respondents indicated that while their organisations were highly focused on
customer service improvement, only 44% had a formal process for actually
achieving these desired improvements.
In this vein, Legendary Service training is targeted to both 'service
providers' and what they can individually do in their jobs to take the lead
and provide better service to customers, and 'service champions,' the
leaders and managers in organisations. The latter are taught how to create
cultures of service, while the former are helped to develop their individual
service visions and values tailored to their companies' overall vision.
The programme uses the acronym 'I CARE' to teach the Legendary Service
concepts:
a.. Ideal Service-means meeting the customer's needs on a day-to-day basis
by acting on the belief that service is important
b.. Culture of Service-means fostering an environment that focuses on
serving the customer
c.. Attentiveness-means knowing customers and their preferences
d.. Responsiveness-means demonstrating a genuine willingness to serve others
as you fulfil their individual needs e.. Empowerment-means taking the
initiative to implement the service vision
Ken Blanchard will be expanding on these themes in his ECMW keynote speech
at 8.45am on Wednesday 14th May. For details see http://www.icbi-events.com/ecmw
For further details of Legendary Service please call 01483 456300 or email
uk@kenblanchard.com or visit www.kenblanchard.com.
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