Legendary Service
"Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary Service—it's everyone, always."
Mark King, CEO and President, TaylorMade Golf

Legendary Service

Why do customers return again and again to a favorite store or business? It’s not just about product quality. Research shows customers keep coming back because of the way the organization’s frontline employees make them feel. In characteristic Blanchard style, Legendary Service: The Key is to Care is a parable—a quick and entertaining read. But its lessons, when applied, can have a profound impact on the service experience your customers will receive.

Readers will meet Kelsey Young—a determined, optimistic young woman who is finishing her business degree while working part-time at Ferguson’s, a discount store where happy customers are in short supply. Kelsey learns through her Legendary Service course at the local university that caring for customers is a fundamental part of business success. Longing to prove she has a future with Ferguson’s and can help them face the threat of an intimidating competitor, Kelsey works with her department manager to change things for the better. Through some surprising turns, Kelsey discovers how Legendary Service, or the lack of it, can shape an organization’s future in a significant way—and how one person really can make a difference.

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Our Legendary Service® program for service providers, who interact with internal and
external customers, will take your customer service from good to legendary.

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