Legendary Service®
Create a culture of exceptional service that builds customer loyalty one interaction at a time
Every day, with every customer interaction, you have an opportunity to either build loyalty or lose a customer. While most companies recognize the importance of customer service to their success, it still feels remarkable when we receive genuinely great service. Our Legendary Service® customer service training program teaches your managers and front-line service providers how to consistently deliver ideal service that will keep your internal and external customers coming back and create a competitive edge for your organization.
Deliver legendary service as a competitive advantage
Delivering great customer service is vital to the success of your business. Yet, creating a service-focused culture can be challenging. Our Legendary Service program teaches your people how to consistently deliver exceptional service that will turn your customers into raving fans and create a competitive edge for your organization. With the Legendary Service course, your organization gets:
- Alignment on a service-focused vision, values, and behaviors
- Segmentation of customers based on needs and wants
- Empowered employees who build great customer relationships
- Increased customer loyalty, which drives increased revenue
Do you know how the service culture of your organization rates? Take our customer service quiz to find out.
Frequently Asked Questions
What is customer service training?
Customer service training equips employees with the mindset and skills to deliver outstanding experiences. It helps organizations turn service excellence into a competitive advantage.
How does service training improve customer loyalty?
When employees provide consistent, caring service, customers are more likely to return and recommend the brand. This builds loyalty and strengthens long-term business relationships.
Who should attend a customer service program?
Anyone who interacts with customers—whether internal or external—benefits from this training. It’s valuable for customer support teams, sales professionals, and leaders responsible for service culture.
What makes Legendary Service® different from other programs?
Legendary Service® focuses on building a sustainable service culture rather than one-time skills. It connects individual behavior to organizational success and customer satisfaction.
Can service training improve internal collaboration?
Yes. By teaching empathy and communication, customer service training enhances relationships within teams as well as with clients.
More Questions?
Delivery Options to Meet Your Needs
We deliver Legendary Service in person, virtually, as part of a learning journey, or as a self-directed online course so your people can build customer satisfaction and loyalty whenever and wherever it works best for them.
In Person
Virtual
Online
The Legendary Service in-person experience is a one-day course to define individuals’ personal service vision, identify customers’ needs and wants, learn and practice skills for building customer satisfaction and loyalty, and develop strategies to empower themselves and create an action plan.
Prework: LAUNCH — Engaging prework assignments, including an assessment, which explain key Legendary Service concepts
Day 1 Morning: LEARN — Activities that guide participants as they develop a customer map and rate the level of service they provide
Day 1 Afternoon: PRACTICE — Allows participants to reflect on their level of commitment to customers and has them record action plan ideas
Day 1 Afternoon: APPLY — Explores the challenges to offering solutions and gaining agreement and strategies for overcoming those obstacles and guides participants in crafting an expression of appreciation and practicing its delivery
Post: APPLY — Set of micro-activities, including videos, interactions, and worksheets, that learners can access in moments of need to support ongoing learning, performance support, reinforcement, and custom learning journeys
1 Day Instructor-led Course
Legendary Service can also be delivered as three two-hour virtual sessions.
Prework: LAUNCH — Engaging prework assignments, including an assessment on Blanchard Exchange Learner Portal
Session 1: LEARN — Activities that guide participants as they develop a customer map and rate the level of service they provide
Session 2: PRACTICE — Allows participants to reflect on their level of commitment to customers and has them record action plan ideas
Session 3: PRACTICE — Explores the challenges to offering solutions and gaining agreement and strategies for overcoming those obstacles, and guides participants in crafting an expression of appreciation and practicing its delivery
Post: APPLY — Set of micro-activities, including videos, interactions, and worksheets, that learners can access in moments of need to support ongoing learning, performance support, reinforcement, and custom learning journeys
Virtual Instructor-led Courses
Online Overview
This 45-minute online overview teaches the core concepts of Legendary Service through micro-learning activities. Ideal for learners who need an overview of the content or a refresher, this course design can be paired with virtual and in-person sessions or included as part of a learning journey to create more flexible learning experiences. Optional Reflect and Share sessions are also available.
Digital Assets
A variety of micro-activities, ranging from one to five minutes, that learners can use in moments of need. The playlist includes videos, activities, and worksheets on topics such as improving relationships at work, leading a customer-focused team, dealing with upset customers, and acknowledging feelings.
Don’t leave your customers’ experience up to fate and risk losing business
88 %
of customers say the experience a company provides is as important as its products or services.
48 %
of consumers switched brands in the past year due to customer service.*
*Salesforce, State of the Connected Customer Report.
A Service-Centric Culture Creates Real Business Value
Customers fuel business. Companies that deliver consistently exceptional customer service know that their people and the relationships they build with their customers are their most important assets. They build a service-minded culture, recognizing that customer service starts with how employees treat each other internally and extends to external customers. They empower their people to take initiative, resolve problems, and exceed client expectations, resulting in increased customer loyalty, engagement, innovation, and sales.
Increase Customer Loyalty
Satisfied customers return to buy more and recommend your organization to their friends and family.
Reduce Cost of Sales
Understanding your customers’ needs and wants can result in substantial savings in acquiring and retaining happy customers.
Drive Social Referrals
Engaged customers become your biggest fans and generate powerful word-of-mouth advertising, especially through social media.
Build Morale and Collaboration
Customers are your best source of feedback to help make improvements and develop innovative solutions.
Create A Culture Of Courageous Inclusion
It takes more than just awareness building and familiarizing people with DEI terminology to enable lasting culture change. Give your people the confidence and skills they need to create an inclusive, welcoming work environment that encourages people to bring their whole selves to work.
Delivery Options to Meet Your Needs
We can deliver Conversational Capacity in-person, as virtual sessions, as part of a learning journey, or delivered in a self-directed online or moderated online version, so your managers can learn the methodology wherever they are and whenever they have time.
In Person
Virtual
Online
The in-person course is one full day. With hundreds of facilitators worldwide, we can deliver sessions for your organization or equip you to run them yourself. Public courses are also available.
Prework: LAUNCH — Welcome the participants and set the context for individuals and teams to reach new levels of performance through various activities to engage in open, balanced, and nondefensive conversations.
Session 1: LEARN — Defines awareness as the ability to recognize the two powerful emotional reactions and how they are essential for staying in the sweet spot.
Session 2: PRACTICE — Defines the Conversational Capacity Skillset, which includes specific behaviors people can use to balance candor and curiosity.
Session 3: APPLY — Introduces the Curiosity Skills, which highlights the advantage of having the humility to seek out information that might be missing and to understand others’ points of view.
1 Day Instructor-led Course
The Conversational Capacity virtual course includes prework assignments completed before the first course, with three two-hour live virtual sessions spread out over time. The virtual sessions offer learners an engaging experience that includes instruction, group activities, and opportunities to practice new skills.
- In the virtual sessions, participants develop new skills by completing activities based on personal work challenges
- Participants receive a set of online tools to aid in mastering the content and using it with others
Virtual Instructor-led Courses
Let us know if you'll need Continuing Education Units prior to starting your course!
- 6 SHRM PDCs
- 6 NASBA CPEs
- 6 ATD Credit Hours
Collaborative Online Course
Conversational Capacity can be delivered online in a collaborative, moderated class over five weeks, with assignments and cohort meetings once a week during one-hour live virtual inspire session. It is self-directed learning blended with discussions, exercises, reflection, and offline assignments. Participants gain skills for keeping conversations open, balanced, and productive, ways to maintain a learning-focused mindset, methods for overcoming obstacles to Conversational Capacity.
Online Overview
This 35-minute online overview teaches the core concepts of Conversational Capacity through micro-learning activities. Ideal for learners who need an overview of the content or a refresher, this course design can be used along with virtual and in-person sessions, or as part of a learning journey, to create more flexible learning experiences. Optional Reflect and Share sessions are also available.
Digital Assets
Set of nine micro-activities ranging from one to five minutes that learners can use during moments of need. The playlist includes videos, activities, and worksheets on topics such as influencing up, tackling touchy topics, why arguing backfires, and leaning into difference.
Communication can be a business driver or a derailer
80 %
the U.S. workforce reports feeling stressed because of ineffective company communication. 63% have wanted to quit because ineffective communication interfered with their ability to do their job.*
Up to 41 %
Companies with better relationships and communication experience 20% higher productivity, 21% higher profitability, and 41% lower absenteeism.**
*Dynamic Signal, 2019 Dynamic Signal Study. | **Wellness Council of America,The ROI on Better Workplace Conversations.
Good Listeners And Communicators Unlock Your Workplace’s Potential
Conversational Capacity is the foundation for a positive and productive workplace. It redirects all the energy wasted in unproductive exchanges into channels that benefit people and the enterprise.
Engage Employees
When people have honest and meaningful conversations, morale rises and the workplace buzzes with enthusiasm.
Spur Innovation
People share ideas. Colleagues contribute. A good idea evolves into a great one. That’s how innovation happens.
Improve Productivity
The gap between what people say and what others hear closes. Miscommunication and misunderstandings evaporate, and real work gets done.
Ready to Get Started?
Contact us today to learn how we can help your leaders learn the skills they need to be more effective communicators.
Ready to Get Started?
Contact us today to learn how we can help your leaders learn the skills they need to manage and develop their people effectively. Whether you prefer to use well-established, standard training designs or to tailor your learning experiences for your employees, we can help you succeed.
View Related Resources *****
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From a robust community of expert practitioners to a market-leading partner program, we passionately support you in delivering Blanchard content and courses that inspire learners and realize results.
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