Le g endary Service
®
Fa ci l i t a t or Guide
Kathy Cuff
Vicki Halsey
Ken Blanchard
Legendary service ®
Facilitator guide
Authors
Kathy Cuff
Vicki Halsey
Ken Blanchard
Product Developer
Maril Adrian
Illustrator
Gary Onstad
Art Director
Beverly Haney
Prototype Developers
Rusti Dixon
Jennifer Kordenbrock
Project Manager
Gary Onstad
Proofreaders
Barbara Akers
Carey Nash
Production Artists
Martha Maher
Gary Onstad
Erin Reiter
Printing
IKON Office Solutions
Brand Manager
Victoria Cutler
© Copyright 2007 by The Ken Blanchard Companies. All rights reserved. Do not duplicate.
These materials have been designed to develop specific knowledge and skills and have been thoroughly tested to ensure their
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international copyright law. These materials may not be reproduced in whole or in part in any form without the prior written
permission of The Ken Blanchard Companies.
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www.kenblanchard.com
Item # 16571
V120111
LEGENDARY SERVICE®
FACILITATOR GUIDE
Table of Contents
Preface............................................................................................................ vii
Section 1—Preparation
Preparation........................................................................................................1 The Facilitator Kit...............................................................................................3
Equipment and Supplies.....................................................................................4
Materials............................................................................................................5
Training Preparation...........................................................................................6
Legendary Service® Training Design...................................................................7
Legendary Service® for Managers Training Design.............................................9
Legendary Service® Visual Aids Overview........................................................10
Legendary Service® Visual Aids........................................................................ 11
Legendary Service® Flip Charts........................................................................20
Legendary Service® for Managers Visual Aids..................................................22
Legendary Service® for Managers Flip Charts..................................................26
Section 2—Service Providers Activities
Activity 1: Introduction......................................................................................1
Activity 2: Workshop Materials..........................................................................5
Activity 3: The Name Game...............................................................................7
Activity 4: Team Challenge................................................................................9
Activity 5: Service Audit................................................................................... 11
Activity 6: I CARE............................................................................................15
Activity 7: Ideal Service....................................................................................19
Activity 8: Hall of Famers.................................................................................21
Activity 9: Beliefs about Service.......................................................................25
Activity 10: The Benefits of Legendary Service®..............................................27
Activity 11: Legendary Service® Challenge.......................................................31
Activity 12: Ideal Service Self-Survey...............................................................33
Activity 13: Ideal Service Review......................................................................35
Activity 14: Culture of Service Challenge.........................................................37
Activity 15: Vision and Values Video Clip.........................................................41
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 iii
FACILITATOR GUIDE
Table of Contents
LEGENDARY SERVICE®
Activity 16: Personal Service Vision..................................................................43
Activity 17: Values Exercise.............................................................................. 51
Activity 18: Culture of Service Self-Survey.......................................................57
Activity 19: Culture of Service Review.............................................................59
Activity 20: Attentiveness................................................................................ 61
Activity 21: Attentiveness Video Clip...............................................................63
Activity 22: Getting to Know Your Customers.................................................65
Activity 23: Attentiveness Challenge 1.............................................................67
Activity 24: Self-Care.......................................................................................69
Activity 25: Customer Profiles..........................................................................73
Activity 26: Lasting Impressions.......................................................................75
Activity 27: Attentiveness Challenge 2.............................................................77
Activity 28: Attentiveness Self-Survey..............................................................79
Activity 29: Attentiveness Review....................................................................81
Activity 30: Responsiveness Challenge.............................................................83
Activity 31: Responsiveness Skills.....................................................................85
Activity 32: Listening Roleplays........................................................................89
Activity 33: The Benefits of Listening...............................................................93
Activity 34: The EAR Model.............................................................................95
Activity 35: Active Listening Demonstration....................................................99
Activity 36: Listening to the Nonverbals.........................................................101
Activity 37: Dealing with Difficult Situations..................................................109
Activity 38: Service Secrets............................................................................ 115
Activity 39: Caring for Your Customers.......................................................... 117
Activity 40: Responsiveness in Action............................................................ 121
Activity 41: Responsiveness Self-Survey......................................................... 125
Activity 42: Responsiveness Review............................................................... 127
Activity 43: Empowerment Challenge............................................................129
Activity 44: Power and Influence................................................................... 131
Activity 45: The Power of Feedback...............................................................135
Activity 46: Empowerment Self-Survey..........................................................139
Activity 47: Empowerment Review................................................................ 141
Activity 48: Legendary Service® Action Plan..................................................143
Activity 49: Closing........................................................................................145
iv
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111
LEGENDARY SERVICE® FACILITATOR GUIDE
Table of Contents
Section 3—Managers Activities
Activity 1: Introduction......................................................................................1
Activity 2: Legendary Service®...........................................................................5
Activity 3: Workshop Materials..........................................................................7
Activity 4: Service Champions............................................................................9
Activity 5: The Service Initiative.......................................................................13
Activity 6: I CARE Model.................................................................................15
Activity 7: Ideal Service....................................................................................19
Activity 8: Service Implementation..................................................................21
Activity 9: Practices, Policies, and Procedures..................................................25
Activity 10: Culture of Service.........................................................................27
Activity 11: Organizational Culture..................................................................29
Activity 12: Vision and Values..........................................................................31
Activity 13: Attentiveness................................................................................35
Activity 14: Service Providers...........................................................................37
Activity 15: Responsiveness.............................................................................41
Activity 16: The EAR Model.............................................................................43
Activity 17: Praising.........................................................................................45
Activity 18: Skill Development.........................................................................47
Activity 19: Empowerment...............................................................................53
Activity 20: The Playing Field...........................................................................55
Activity 21: The Service Message.....................................................................59
Activity 22: Action Planning............................................................................ 61
Activity 23: Closing..........................................................................................63
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 v
LEGENDARY SERVICE®
FACILITATOR GUIDE
Preface
As facilitators, we have a tremendous opportunity to positively affect
the lives of leaders, the team members who work with them, and
the organizations they serve. In addition, we ultimately impact their
relationships with their customers by helping them create an environment
that focuses on service.
This facilitator guide provides detailed instructions for delivering two
Legendary Service® workshops. The one-day workshop is designed for
service providers—anyone who interacts with internal and/or external
customers. The half-day workshop is directed at their managers, who will act
as service champions supporting the service initiative in the organization.
Both workshops use the I CARE Model as a framework. The acronym
represents five concepts that promote the delivery of Legendary Service:
I—Ideal Service—or the day-to-day delivery of good customer service—can
only happen if service providers believe it is important.
C—By communicating a strong vision and reinforcing the values that guide
behavior on a daily basis, organizations can create a Culture of Service that
supports a customer-focused environment.
A—Attentiveness to the customer—knowing their preferences and how
they like to be treated—is a requisite to a positive service interaction.
R—The customer experience itself must be one of Responsiveness on the
part of the service provider—demonstrating a genuine willingness to serve
customers and fulfill their individual needs.
E—A true feeling of Empowerment and a clear scope of authority is needed
if service providers are to respond quickly and effectively.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 vii
FACILITATOR GUIDE
Preface
LEGENDARY SERVICE®
These concepts are addressed from different perspectives according to the
focus of the workshop in order to clarify the specific roles of the service
provider and the service champion in the service initiative.
The Legendary Service program represents the best of our research and
our experience in working with organizations that make customer service
a priority. These organizations recognize that the most important link in
the delivery of legendary service is their people and the relationships they
build with their customers. As you teach the concepts of the I CARE Model,
you will find that they have universal application, not only for the service
provider-customer relationship but for other relationships as well. We
are always amazed at how much we continue to learn when we bring this
message into organizations and hope you enjoy facilitating the program as
much as we do.
Kathy Cuff
Vicki Halsey
Ken Blanchard
viii © 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111
LEGENDARY SERVICE FACILITATOR GUIDE
®
Legendary Service Training Design
®
Activity
Title
Minutes
Schedule
20
9:00–9:20
1
Introduction
2
Workshop Materials
3
9:20–9:23
3
The Name Game
5
9:23–9:28
4
Team Challenge 6
9:28–9:34
5
Service Audit
8
9:34–9:42
6
I CARE
3
9:42–9:45
7
Ideal Service
1
9:45–9:46
8
Hall of Famers
30
9:46–10:16
Break
10
10:16–10:26
Beliefs about Service
7
10:26–10:33
10
The Benefits of Legendary Service
6
10:33–10:39
11
Legendary Service Challenge 3
10:39–10:42
12
Ideal Service Self-Survey
4
10:42–10:46
13
Ideal Service Review
5
10:46–10:51
14
Culture of Service Challenge 6
10:51–11:57
15
Vision and Values Video Clip
12
10:57–11:09
16
Personal Service Vision
22
11:09–11:31
Break
10
11:31–11:41
17
Values Exercise
15
11:41–11:56
18
Culture of Service Self-Survey
4
11:56–noon
19
Culture of Service Review
5
noon–12:05
20
Attentiveness
1
12:05–12:06
21
Attentiveness Video Clip
11
12:06–12:17
22
Getting to Know Your Customers
13
12:17–12:30
LUNCH
45
12:30–1:15
9
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FACILITATOR GUIDE
Legendary Service Training Design
LEGENDARY SERVICE
®
®
Activity
Title
Minutes
Schedule
6
1:15–1:21
23
Attentiveness Challenge 1
24
Self-Care
11
1:21–1:32
25
Customer Profiles
30
1:32–2:02
26
Lasting Impressions
17
2:02–2:19
27
Attentiveness Challenge 2
3
2:19–2:22
28
Attentiveness Self-Survey
4
2:22–2:26
29
Attentiveness Review
5
2:26–2:31
Break
10
2:31–2:41
30
Responsiveness Challenge
4
2:41–2:45
31
Responsiveness Skills
5
2:45–2:50
32
Listening Roleplays
17
2:50–3:07
33
The Benefits of Listening
3
3:07–3:10
34
The EAR Model
4
3:10–3:14
35
Active Listening Demonstration
11
3:14–3:25
36
Listening to the Nonverbals
6
3:25–3:31
37
Dealing with Difficult Situations
7
3:31–3:38
38
Service Secrets
5
3:38–3:43
39
Caring for Your Customers
2
3:43–3:45
Break
10
3:45–3:55
40
Responsiveness in Action
33
3:55–4:28
41
Responsiveness Self-Survey
4
4:28–4:32
42
Responsiveness Review
5
4:32–4:37
43
Empowerment Challenge
6
4:37–4:43
44
Power and Influence
17
4:43–5:00
45
The Power of Feedback
10
5:00–5:10
46
Empowerment Self-Survey
4
5:10–5:14
47
Empowerment Review
5
5:14–5:19
48
Legendary Service Action Plan
10
5:19–5:29
49
Closing
4
5:29–5:33
Total Training Time
8
Preparation
7 hours 28 minutes
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111
LEGENDARY SERVICE FACILITATOR GUIDE
®
Legendary Service for Managers
Training Design
®
Activity
Title
Minutes
Schedule
20
9:00–9:20
1
Introduction
2
Legendary Service
1
9:20–9:21
3
Workshop Materials
2
9:21–9:23
4
Service Champions
5
9:23–9:28
5
The Service Initiative
1
9:28–9:29
6
I CARE Model
3
9:29–9:32
7
Ideal Service
1
9:32–9:33
8
Service Implementation
6
9:33–9:39
9
Practices, Policies, and Procedures
33
9:39–10:12
Break
10
10:12–10:22
10
Culture of Service
1
10:22–10:23
11
Organizational Culture
9
10:23–10:32
12
Vision and Values
24
10:32–10:56
13
Attentiveness
1
10:56–10:57
14
Service Providers 20
10:57–11:17
Break
10
11:17–11:27
15
Responsiveness
1
11:27–11:28
16
The EAR Model
3
11:28–11:31
17
Praising
10
11:31–11:41
18
Skill Development 15
11:41–11:56
19
Empowerment
1
11:56–11:57
20
The Playing Field
12
11:57–12:09
21
The Service Message
20
12:09–12:29
22
Action Planning
3
12:29–12:32
23
Closing
2
12:31–12:33
Total Training Time
3 hours 14 minutes
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 Preparation 9
LEGENDARY SERVICE®
FACILITATOR GUIDE
Activity 1
20
Introduction
Purpose
♦ ♦ ♦
Participants are introduced
to the purpose and objectives
of the Legendary Service®
program.
1. Introduce Workshop
minutes
large group
3 min.
■■ Display visual aid 1—Welcome.
■■ Welcome participants to Legendary Service.
Reference •••
Provide a brief account of
your background and interest
in customer service, share a
story, or display a visual aid
that shows something about
you or a relevant subject.
■■ Introduce yourself.
■■ Briefly explain the organization’s goals for implementing
customer service training.
2. Introduce Participants large group
15 min.
■■ Give this direction …
Please briefly introduce yourself, stating:
• Your name
• An interesting fact about yourself
■■ Lead a round-robin of introductions.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 Service Providers Activities 1
FACILITATOR GUIDE
Introduction
LEGENDARY SERVICE®
3. Present Workshop Purpose
large group
1 min.
■■ Display visual aid 2—Workshop Purpose.
Refer to workbook page 1—Introduction to Legendary
Service.
■■ Make this remark …
The purpose of today’s workshop is to help you provide Legendary
Service to your customers so they keep coming back.
4. Present Workshop Outcomes
large group
1 min.
■■ Display visual aid 3—Workshop Outcomes.
2 Service Providers Activities
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111
LEGENDARY SERVICE®
FACILITATOR GUIDE
Introduction
■■ Make these remarks …
As a result of the workshop, you will:
• Recognize ideal service and its value to the organization
• Develop a service vision
• Identify your internal and external customers
• Develop skills to communicate more effectively
• Expand your sources of empowerment
• Create an action plan for delivering Legendary Service to your
customers
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 Service Providers Activities 3
LEGENDARY SERVICE®
FACILITATOR GUIDE
Activity 2
3
Workshop Materials
Purpose
♦ ♦ ♦
Participants review the
workshop materials.
Reference •••
Hold up the Legendary
Service Participant Workbook,
passport, game plan, and
boomerang as you describe
their use in the workshop.
1. Review Workshop Materials
minutes
large group
2 min.
■■ Display visual aid 4—Workshop Materials.
■■ Make these remarks …
Your participant materials for the workshop consist of:
• A participant workbook
• A game plan
• A passport
• A boomerang
The workbook contains the content of the program as well as the
activity pages that support the learning process.
The game plan is a handy reference tool containing the important
models and skills you will be learning in this workshop.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 Service Providers Activities 5
FACILITATOR GUIDE
Workshop Materials
LEGENDARY SERVICE®
The passport will serve as your action plan. I will encourage you
to capture all of your great insights and intentions throughout
the day. It’s designed to help you identify the things you want to
start doing, stop doing, and continue doing to better serve your
customers.
The boomerang will serve as a reminder of what you are trying
to do, which is to keep your customers coming back. It will also
be used to capture the next steps you want to take following the
workshop.
2. Provide Logistics
large group
1 min.
■■ Provide relevant information regarding breaks, lunch,
environment, and other logistics.
6 Service Providers Activities
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111
LEGENDARY SERVICE®
FACILITATOR GUIDE
Activity 3
5
The Name Game
Purpose
♦ ♦ ♦
Participants create a list of
words describing themselves
and the type of service they
provide to others, using the
letters of their first name.
Reference •••
Example for Kathy
K—Kind
A—Attentive
T—Thorough
H—Happy
Y—Yes!
1. Set Up Name Game
minutes
large group
1 min.
Refer to workbook page 2—The Name Game.
■■ Make these remarks …
This workshop is designed to help you see yourself as a service
provider to your customers. We are going to empower your
thinking by playing the name game.
■■ Give these directions …
Print your first name in the column of boxes on page 2 of your
workbook, one letter per box. Then think of words or phrases that
start with these letters and define you and/or the type of service
you provide to others.
■■ Give an example, using your own name.
■■ Give this direction …
Share your words with the people at your table and help each other
think of words.
2. Conduct Name Game
3. Introduce Team Structure
teams
3 min.
large group
1 min.
■■ Make this remark …
Just as you helped each other in this little activity, I want you to
think of yourselves as a service team, helping each other acquire
the knowledge and skills that produce Legendary Service.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 Service Providers Activities 7
LEGENDARY SERVICE®
FACILITATOR GUIDE
Activity 4
6
Team Challenge
Purpose
1. Introduce Team Challenge
♦ ♦ ♦
Participants are introduced
to the team challenge and
compete for points by listing
words that mean service.
P r e pa r a t i o n
minutes
large group
1 min.
■■ Display visual aid 5—Team Challenge.
■ ■ ■
Prepare a flip chart with a
Team Challenge scoreboard to
post on the wall.
Team Challenge
Team
Points
■■ Display the prepared flip chart.
Team Challenge
Team
Reference •••
Materials needed:
Small prizes for all teams, to
be given out at the end of the
session
Points
■■ Make these remarks …
One of the ways you can be of service to your teammates is to
earn points for your team. Throughout the day, you will compete
with the other teams by answering service-related questions that
require multiple answers. You’ll earn one point for each answer so
you can see the advantage of working together.
You’ll also earn one point per person by coming back from breaks
and lunch on time. You’ll have several opportunities to earn points
throughout the day.
Fabulous prizes can be won!
First, you need to come up with a name for your team.
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111 Service Providers Activities 9
FACILITATOR GUIDE
Team Challenge
LEGENDARY SERVICE®
teams
2 min.
large group
1 min.
2. Select Team Names
3. Set Up Challenge
■■ Collect and record team names on the scoreboard.
Refer to workbook page 3—Team Challenge.
■■ Give these directions …
Write down as many words as you can that mean service.
Remember, you are working together as a team.
4. Conduct Challenge
5. Award Points
teams
1 min.
large group
1 min.
■■ Solicit examples, such as …
• Integrity
• Generosity
• Smiles
• Helping others
• Listening
■■ Make this remark …
Count up the number of words you wrote down and have one
person from your team come up and write the number of points
you earned on the scoreboard.
10 Service Providers Activities
© 2007 The Ken Blanchard Companies. All rights reserved. Do not duplicate • Item # 16571 • V120111