Legendary Service®
Every day, with every customer interaction, you have an opportunity to either build loyalty or lose a customer. While most companies recognise the importance of customer service to their success, it’s still so remarkable when we receive truly great service. Our Legendary Service® customer service training program teaches your managers and front-line service providers how to consistently deliver ideal service that will keep your internal AND external customers coming back and create a competitive edge for your organisation.
Gain the competitor advantage when you deliver legendary service
Delivering great customer service is vital to the success of your business, yet creating a service-minded culture can be a challenge. Our Legendary Service® training program teaches your people how to consistently deliver exceptional service that will keep your customers coming back and creates a competitive edge for your organisation.
With the Legendary Service® program, your organisation gets:
- Alignment on a service-focused vision, values and behaviours
- Segmentation of customers based on needs and wants
- Empowered employees who build great customer relationships
- Increased customer loyalty which drives increased revenue
We can deliver Legendary Service in-person or as virtual sessions so your people can learn the skills for building customer
satisfaction and loyalty wherever they are and whenever they have time.
1 Day Instructor-led Course
The Legendary Service in-person experience is a one-day course to define individuals’ personal service vision, identify customers’ needs and wants, learn and practice skills for building customer satisfaction and loyalty, and develop strategies to empower themselves and create an action plan.
Prework: LAUNCH — Engaging prework assignments, including an assessment, which explain key Legendary Service concepts
Day 1 Morning: LEARN — Activities that guide participants as they develop a customer map and rate the level of service they provide
Day 1 Afternoon: PRACTICE — Allows participants to reflect on their level of commitment to customers and has them record action plan ideas
Day 1 Afternoon: APPLY — Explores the challenges to offering solutions and gaining agreement and strategies for overcoming those obstacles and guides participants in crafting an expression of appreciation and practicing its delivery
Post: APPLY — Set of micro-activities, including videos, interactions, and worksheets, that learners can access in moments of need to support ongoing learning, performance support, reinforcement, and custom learning journeys
Virtual Instructor-led Course
Legendary Service can also be delivered as three two-hour virtual sessions.
Prework: LAUNCH — Engaging prework assignments, including an assessment on Blanchard Exchange Learner Portal
Session 1: LEARN — Activities that guide participants as they develop a customer map and rate the level of service they provide
Session 2: PRACTICE — Allows participants to reflect on their level of commitment to customers and has them record action plan ideas
Session 3: PRACTICE — Explores the challenges to offering solutions and gaining agreement and strategies for overcoming those obstacles, and guides participants in crafting an expression of appreciation and practicing its delivery
Post: APPLY — Set of micro-activities, including videos, interactions, and worksheets, that learners can access in moments of need to support ongoing learning, performance support, reinforcement, and custom learning journeys
Don’t leave your customers’ experience up to fate and risk losing business
88% of customers say the experience a company provides is as important as its products or services. And 48% of consumers switched brands in the past year due to customer service.1
1. Salesforce, State of the Connected Customer Report.
A Service-Centric Culture Creates Real Business Value
Customers fuel business. Companies that deliver consistently exceptional customer service know that their people and the relationships they build with their customers are their most important assets. They build a service-minded culture, recognizing that customer service starts with how employees treat each other internally and extends to external customers. They empower their people to take initiative, resolve problems, and exceed client expectations, resulting in increased customer loyalty, engagement, innovation, and sales.
Increase Customer Loyalty
Satisfied customers return to buy more and recommend your organisation to their friends and family.
Reduce Cost of Sales
Understanding your customers’ needs and wants can result in substantial savings in acquiring and retaining happy customers.
Drive Social Referrals
Engaged customers become your biggest fans and generate powerful word-of-mouth advertising, especially through social media.
Build Morale and Collaboration
Customers are your best source of feedback to help make improvements and develop innovative solutions.
Contact us today to learn how we can help your leaders learn the skills they need to be more effective communicators.
Learn More
Download the Legendary Service®
PDF overview
eBook - When it comes to customer loyalty, is your business flourishing or failing?
Build an Unforgettable Culture of Service
Delivering great customer service is vital to the success of your business, yet creating a service-focused culture can be challenging. By offering the right training, you can instill a culture of service throughout your organisation and start creating legendary service experiences that people will rave about.
We know that delivering great customer service is important to your business, and our Legendary Service training program can help turn customer service into a competitive edge for your organisation.
Based on years of research and experience working with organisations who make service a priority, Legendary Service is a fast-paced, interactive program designed to help your managers and employees create alignment around a service-focused vision, values, and behaviours to better serve your customers every day.
Managers and team members identify their beliefs around serving others and how these beliefs impact behaviour. They learn the importance of self care, taking care of yourself so you can better serve the needs of others. And, they assess and segment customers to identify their different needs.
Increase Customer Loyalty
Reduce Cost of Sales
Drive Social Referrals
Reduce Cost of Sales
- Define their personal service visions
- Identify customers’ needs and wants
- Practice their new skills for building customer satisfaction and loyalty
- Develop strategies to empower themselves and create an action plan
- Mid-level or new managers or supervisors
- Customer service employees and their managers
- All employees who have internal customers
