© 2007 The Ken Blanchard Companies. All rights reserved © 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16615 • V120107 Global Headquarters 760 489-5005/800 728-6000 • UK +44 (0) 1483 456300 • Canada 905 568-2678/800 665-5023 www.kenblanchard.com

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.

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

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

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

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

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

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?

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

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

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

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

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

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

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

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

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.

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

What Keeps You from Listening? Do tell … © 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • 12784 (10/08)

… 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 • 12784 (10/08)

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..

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

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?