Legendary Service
##### Keep Your Customers Coming Back
One of the unique aspects of the Legendary Service program is that it’s based on the premise that we all have customers, and customer service is everyone’s job-not just those in customer-facing roles. Often people don’t think about their internal customers: their boss, their colleagues, other departments.
During the training, each participant goes through an exercise to identify their internal and external customers.
We use a tree analogy. The leaves and branches represent all external customers. They have the highest visibility and ultimately produce the revenue that keeps your organization healthy. The roots are your internal customers. If they are not getting what they need, the tree will wither and die.
Your internal customers need to be nurtured in order for them to take care of your external customers. The whole organization needs to function together for it to thrive, and everyone plays an important role.
TIMING & FORMAT
6-hours in person | Three 2-hour virtual sessions
OVERVIEW & LEARNING OBJECTIVES
In our approach, leaders learn how to:
- Anticipate, surface, and address people’s predictable Stages of Concern as they go through the change process. The Stages of Concern are depicted in orange on the lower portion of the graphic.
- Use a high-involvement approach and work collaboratively with others to Frame, Build, and Strengthen the change and then Entrust it to others. By doing so, resistance decreases and commitment increases. The Leadership Strategies are depicted in bluish-green colors on the upper portion of the graphic.
Tap into the power of Advocates to influence Undecideds and Resisters, creating a tipping point of Advocates for the change, resulting in change that is sustainable over time. The tipping point milestone is represented at the top of the graphic, after the change has gone live and is resulting in positive outcomes
HOW DOES IT WORK
Using the Blanchard Exchange Learner Portal, participants will spend approximately 20-minutes doing LAUNCH assignments. This self-study consists of completing a few worksheets to be prepared for the session.
# DISC ADD ON MODULES
We’ve created 5 new add on DISC modules that are designed to deepen your team’s DISC application and translate insight into action-inspiring individuals and groups to work better together and achieve stronger business results. Each two-hour session begins with a brief DISC refresher before diving into practical applications that enhance workplace effectiveness and team dynamics. Attendance in one of our DISC foundational programs like _Building a More Effective Workplace using DISC_ is highly desired.
