1. © 2007 The Ken Blanchard Companies. All rights reserved
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # • V120107
Global Headquarters / • UK +44 (0) • Canada /

2. Energy Exercise
Stand up and greet people around you as if you had something more important to do
Now... greet people as if they were the most important person in the world to you… that you had nothing more important than greeting them today and having them feel good about themselves!!
©2006 The Ken Blanchard Co. All Rights Reserved.

3. What have you learned today?
Think about 1 or 2 things that you learned today that you didn’t know already, or reaffirmed something you DID know and talk about this to the person next to you

4. Service Audit Low 1 2 3 4 5 6 7 8 9 10 Phenomenal
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

5. Legendary Service®
Legendary Service® means consistently delivering ideal service that keeps customers coming back and results in a competitive edge for your organization.
PW 5
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

6. I CARE Ideal Service Culture of Service Attentiveness Responsiveness
Empowerment
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

7. Ideal Service
Ideal Service means meeting the customer’s needs on a day-to-day basis by acting on the belief that service is important.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

8. Things to consider…
What would you say is your biggest strength in terms of serving your customers?
What would you say is one of your areas of opportunities in serving your customers better?

9. Culture of Service
Culture of service means fostering an environment that focuses on serving the customer.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

10. My Personal Service Vision
List 5–6 positive characteristics (nouns) that describe you. Examples: sense of humor, patience, knowledge, analytical skills, computer expertise, energy
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

11. My Personal Service Vision
2. List 3–6 ways in which you successfully interact (verbs) with people.
Teach -Educate
Encourage -Help
Stimulate -Inspire
Convince -Build
Lead -Organize
Challenge -Care
Motivate -Plan
Read the info and have participants write the answers in their workbook on page 16.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

12. My Personal Service Vision
3. Through my service, I hope that my customers will
_______________________________________________________
Read the info and have participants write the answers in their workbook on page 16.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

13. My Service Vision Statement
To use my _____________ and my ________________
to ___________________ and ____________________
people so they _____________________________ _____________________________________________
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

14. Things to consider…
Help YOUR customers create a service vision and put that on your/their website
Share with Employers as well as Job Seekers the importance of identifying their values

15. Attentiveness
Attentiveness means knowing your customers and their preferences.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

16. YOU are the center of your relationships
You and Your Customers
Who are YOUR internal and external customers? .
YOU are the center of your relationships
You are the center of your relationships
PW 23
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

17. Creates Customer Satisfaction
Legendary Service®
Creates Customer Satisfaction
Customer Segment
Needs / Motivators
Preferences
What Would
Amaze Them –
Make Us a Legend?
What Can I Teach Them to Inspire
Customer Devotion?
How will you know if you are successful?
© 2004 The Ken Blanchard Companies. All rights reserved.

18. Responsiveness
Responsiveness means demonstrating a genuine willingness to serve others as you fulfill their individual needs.
“Responsive people create an emotional connection and consistently create positive, defining moments with their customers.” Vicki Halsey
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

19. What Keeps You from Listening?
Do tell …
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • (10/08)

20. … and Listen Partner up Choose a “Listener” and a “Listenee”
Listenee shares a work situation that is bugging you.
Listener—NO TALKING.
Take notes:
What are your habits?
What would you say if you could?
THEN SWITCH ROLES.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • (10/08)

21. Listening tips… Listen with the intent of being influenced…
WAIT (Ask yourself - Why Am I Talking?)
Seek to understand then be understood
Breathe and try to stay silent
Summarize/paraphrase
Get clear agreements at the end..

22. Empowerment
Empowerment means taking the initiative to implement the service vision.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 10901E

23. Call to Action!!!
What are the 1 or 2 takeaways from today that you are going to take action on immediately to better serve your customers?