Guest Service

Think about this past week. Did you go to a business where you received below average customer service? Did it make you feel unwanted? Did you feel like leaving right then? If you answered “yes” to these questions, you’re not alone. Thousands if not millions of…

Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits:

It's a spring time! And what is more spring than proper cleaning? To get you started on how you can tackle spring cleaning for your customer support team this year, we've compiled nine ways to dive in.

“Don’t forget managers are key to creating a culture of service,” says Vicki Halsey, coauthor with Ken Blanchard and Kathy Cuff of the book Legendary Service: The Key is to Care. “Managers are directly responsible for translating a customer service vision into the goals and tasks frontline service providers need to focus on and be…

Had problems with the airline industry? Most have. And it seems all we hear is the negative. Read on for 4 lessons on outstanding customer service that can be applied in ANY industry.

Our Legendary Service training program teaches your people how to consistently deliver exceptional service that will keep your customers coming back and creates a real competitive edge for your organization.

Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to review the quality of their customer service is when they are trying to create a culture of service across the entire organization. That could be because…

Measuring customer happiness is the purest method of knowing if your support team is succeeding. Read the overview of these important customer satisfaction metrics and the role they play in your company’s success.

There it is again. Another notification from Yelp that someone’s left you a review. At this point, you dread even swiping right to read it. Maybe you’ve been getting some negative feedback about…

The EMOTIONAL component of all experiences is, in my opinion, the most important component of them all. The way an experience makes a customer FEEL is what they are most likely to remember about their interaction with an organisation.

What are your beliefs about customer service—and how are they driving the customer experience in your company?  That’s one of the key questions Kathy Cuff and Vicki Halsey, coauthors with Ken Blanchard, explore in their book Legendary Service: The Key Is to Care. Cuff and Halsey share a four-part CARE model to help readers and…

There are three groups of people you need to take care of if you are going to create a customer-focused organization—but most companies only focus on one. That’s a big mistake, say Kathy Cuff and Vicki Halsey, co-creators of The Ken Blanchard Companies’ new Legendary Service training program. “Every organization knows they need to focus…

  An increasingly complex business environment requires an engaging and easy-to-understand service vision says Vicki Halsey, co-author of Legendary Service: The Key Is to Care. In a short, one-minute video featuring key concepts from The Ken Blanchard Companies new Legendary Service training program, Halsey shares a great story about how one major league baseball stadium…

New survey results from more than 560 business leaders and human resources and training professionals identified the top nine most important customer service issues. By combining the ratings of issues rated as very important or extremely important, researchers at The Ken Blanchard Companies were better able to rank the issues presented. For example, 69 percent…

Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing opportunities to please our customers.

Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to revie