Legendary Service
by Ken Blanchard, Kathy Cuff and Vicki Halsey
A parable about a retail worker learning the ICARE model: ideal service, culture of service, attentiveness, responsiveness, empowerment. Short, simple and useful for front-line training.
Read it if…
you train service staff and want a memorable model.
See the book →
Skip it if…
you want strategy; it is front-line.
Try instead: The Small BIG →
Three things you will actually use
- Service is a culture before it is a behaviour.
- Attentiveness means knowing the customer.
- Empowered staff fix problems on the spot.
Do this first
Teach ICARE to one team in a single meeting.
Our verdict
A front-line service model.
See the book →
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