Legendary Service® Training Program

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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. 

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Legendary Service

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.

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Frequently Asked Questions

Customer service training equips employees with the mindset and skills to deliver outstanding experiences. It helps organizations turn service excellence into a competitive advantage.
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.
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.
Legendary Service® focuses on building a sustainable service culture rather than one-time skills. It connects individual behavior to organizational success and customer satisfaction.
Yes. By teaching empathy and communication, customer service training enhances relationships within teams as well as with clients.

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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.

1 Day Instructor-led Course  

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

Virtual 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

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.

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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.

Legendary Service: The Key is to Care

Successful companies make the connection between legendary customer service and a thriving business. They recognize that how employees treat customers is directly related to how managers treat employees. Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will profoundly impact the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference—and customer service is everyone's job. 

man smiling

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. And 48% of consumers switched brands in the past year due to customer service.1


1. 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

Increase Customer Loyalty

Satisfied customers return to buy more and recommend your organization to their friends and family. 
Reduce Cost of Sales

Reduce Cost of Sales

Understanding your customers’ needs and wants can result in substantial savings in acquiring and retaining happy customers. 
Drive Social Referrals

Drive Social Referrals

Engaged customers become your biggest fans and generate powerful word-of-mouth advertising, especially through social media.
Build Morale and Collaboration

Build Morale and Collaboration

Customers are your best source of feedback to help make improvements and develop innovative solutions.

Client Success Story

HEALTHCARE

Creating exemplary customer service at Tower Health Medical Group

Learn how Tower Health created a world-class customer experience for internal and external customers.

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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. 

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Learn More

Download the Program Overview

View Related Resources

Related Resources

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Video

Vicki Halsey Legendary Service Author Interview

Legendary Service coauthor Vicki Halsey shares personal examples highlighting key points from Blanchard’s Legendary Service course.
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Blog

Legendary Customer Service: As Important as Ever

Ken Blanchard shares how the Legendary Customer Service CARE model can help you differentiate yourself from others.
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Video

Kathy Cuff Legendary Service Author Interview

Kathy Cuff shares personal examples highlighting key points from The Ken Blanchard Companies Legendary Service training program.
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Podcast

Kathy Cuff and Vicki Halsey on Legendary Service: The Key Is to Care

Coauthors Kathy Cuff and Vicki Halsey show how listeners can apply the CARE approach in non-profit, government, and other organizations.
Listen to Podcast