Chapter 3Serving Customers at a Higher Level

Ken Blanchard, Kathy Cuff, Vicki Halsey,and Jesse Stoner

The second step in leading at a higher level is to treat your customers right. While everybody seems to know that, organizations with exceptional service are rare. When an organization delivers with such excellence and consistency that its service reputation becomes a competitive edge, that’s Legendary Service.

Getting Legendary SCORES from Your Customers

In Chapter 1, “Is Your Organization High Performing?,” we discussed HPO SCORES; one of the key elements was relentless focus on customer results. In high performing organizations, everyone passionately holds and maintains the highest standards for quality and service from their customers’ perspective. ...

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