{"product_id":"9780071819046","title":"Legendary Service: The Key is to Care","description":"\u003cb\u003eAuthor(s): Blanchard, Ken, Halsey, Victoria, Cuff, Kathy\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\n\n\u003ch4\u003eTake Care of Your Customers--or Someone Else Will!\u003c\/h4\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eLegendary Service\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eGreat customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and athriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees.\u003c\/p\u003e\u003cp\u003eKelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. AlthoughFerguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined.\u003c\/p\u003e\u003cp\u003eIn characteristic Blanchard style, \u003ci\u003eLegendary Service: The Key Is to Care\u003c\/i\u003e is a quick and entertainingread for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service iseveryone's job.\u003c\/p\u003e\u003cp\u003e\u003cb\u003ePRAISE FOR \u003ci\u003eLEGENDARY SERVICE\u003c\/i\u003e:\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Read this book and establish a service culture in your organization.\"\u003c\/i\u003e -- Horst Schulze, Chairman\/CEO, Capella Hotel Group\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"\u003cb\u003eLegendary Service\u003c\/b\u003e has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontlinestaff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always.\"\u003c\/i\u003e -- Mark King, CEO and President, TaylorMade Golf\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. \u003cb\u003eLegendaryService\u003c\/b\u003e will teach the next generation how to deliver sensational service. Buy it, study it, implement it.\"\u003c\/i\u003e -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired \u0026amp; Inspired), and author of \u003ci\u003eCreating Magic\u003c\/i\u003e and \u003ci\u003eThe Customer Rules\u003c\/i\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller KenBlanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service.\"\u003c\/i\u003e -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of \u003ci\u003eLead with LUV\u003c\/i\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Ken Blanchard has done it again and delivered the right book at the right time. \u003cb\u003eLegendary Service\u003c\/b\u003e provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!\"\u003c\/i\u003e -- John Caparella, President and COO,The Venetian, The Palazzo, and Sands Expo\u003c\/p\u003e\u003cp\u003e\u003ci\u003e\"Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to acceptmediocrity.\"\u003c\/i\u003e -- Leonardo Inghilleri, coauthor of\u003ci\u003eExceptional Service, Exceptional Profit\u003c\/i\u003e\u003c\/p\u003e\n\n\u003cbr\u003e\u003cbr\u003eReview(s):\u003cbr\u003e\u003cbr\u003e\u003cbr\u003eEAN: 9780071819046\u003cbr\u003e\u003cbr\u003eAge Group:  \u003cbr\u003e\u003cbr\u003eNumber of Pages: 176\u003cbr\u003e\u003cbr\u003eWeight: 345.6 gr\u003cbr\u003e\u003cbr\u003e","brand":"McGraw Hill","offers":[{"title":"Hardback","offer_id":43845920162030,"sku":"9780071819046","price":37.5,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0630\/9612\/7726\/products\/9780071819046_3a582c63-d462-406e-ac6c-cbccfc733874.jpg?v=1671246763","url":"https:\/\/bookland.com.au\/products\/9780071819046","provider":"Book Land AU","version":"1.0","type":"link"}