Friday, June 5, 2015
Legendary Service: The Key is to Care
author: Ken Blanchard
average rating: 3.97
book published: 2014
read at: 2015/06/05
date added: 2015/06/05
'Legendary Service: The Key is to Care' is another winner from Ken Blanchard. His co-writers are Vicoria Halsey and Kathy Cuff.
The concepts are told in story form. Young Kelsey is taking a business course on customer service. At the same time, she is working for a retail store named Ferguson's that is facing stiff competition when an aggressive competitor is moving into the area. Kelsey gets to see what makes good customer service on the job and also as a customer at her grandmother's physical therapy clinic. She tries to make changes at work, but the management is determined not to make service a focus. Will Kelsey win the day or be forced to go her own way?
The lessons are laid out in a model called ICARE. The way the story is told builds on each step of the model. This would be a good book for service teams to read. As someone who supports internal customers and wants to give great service, I think the concepts are solid and the delivery is pretty digestible. Recommended for anyone who wants to up their game in service.
I received a review copy of this ebook from McGraw-Hill Professional and NetGalley in exchange for an honest review. Thank you for allowing me to review this ebook.
via Wayne's bookshelf: read http://ift.tt/1dkAfFf