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Legendary Service: The Key is to Care by Kathy Cuff, Victoria Halsey, Ken Blanchard

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An Intriguing Course

On the first day of the summer quarter, Kelsey Young sat down to begin her final college course. She was curious to know how the professor was going to spend eight weeks talking about customer service. Just then, the friendly-looking man at the front table who had been fidgeting with the cord on his laptop looked up and began to speak.

“Hello, everyone. I’m Professor Hartley, and I want to welcome you all to my course on Legendary Service. As business students, you need to know right up front that this is not only going to be the best course you’ve ever taken, but also one of the most important.”

The professor chuckled. ...

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