Are you taking care of your constituents?
In today’s government landscape, your constituents are demanding higher levels of service—expecting to get what they want when they want it, and often customizing it to suit their needs. Creating raving fans—not just improving customer loyalty, but creating raving fans—should be the desired result for every agency.
What is a raving fan? As Ken Blanchard wrote in his best-selling book Raving Fans, "If you really want to 'own' a customer, ... you have to go beyond satisfied customers and create Raving Fans." Having raving fans means that you have achieved the kind of service excellence that turns a customer into a lifetime customer. A raving fan is an advocate of your products or services.
Agencies are realizing that achieving customer satisfaction is essential to maintaining a winning relationship with your constituents, but winning customer loyalty and commitment is challenging. The Ken Blanchard Companies offers a solution for making this necessary shift with Legendary Service.
Legendary Service is defined as consistently delivering ideal service that keeps customers coming back and results in a competitive advantage for the organization. The program uses the concept of “I CARE” to teach employees the essentials of providing Legendary Service.
- 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
- Use of the I CARE service model to ensure continuous service improvement
Legendary Service focuses on the service providers (a one-day program for all associates) and what they can do individually in their jobs to provide better service and take more of a lead to serve customers. The half-day manager's program is geared to the service champions or leaders in the organization and what they need to do to provide the framework and leadership to create an organization, and an organizational culture, that will be known for its Legendary Service.
Program Delivery Options
Blanchard’s Legendary Service program is available to individuals and organizations through a wide variety of delivery methods.
Open Enrollment Workshops
Training for Trainers (T4T)
Sustainability describes the learning process and activities that need to occur before, during, and after training to ensure on-the-job application of new behaviors that are required to maximize the probability of achieving desired results. There is a vital link between learning and development, your organizational issues and strategic goals, and accountability. It rests with having a sustainability strategy for turning learning into behavior.
Coaching to Support Learning
Communication Skills for Managers and Individual Contributors
The Ken Blanchard Companies has been awarded a contract under Schedule 874-4 and 874-5—Mission Oriented Business Integrated Services (MOBIS) by the General Services Administration (GSA), Contract Number: GS-02-F-0154U, MOBIS Training Services.