Creating a service excellence culture requires the involvement of both management and customer-facing frontline people. Often it can mean involving both front-office and back-office functions to define what a good job looks like, from a customer experience point of view.
As a co-author of Raving Fans, Ken Blanchard has been an innovator in customer service for decades. Blanchard has taught these customer-centric principles to many organizations throughout the world.
Each month ignite! explores a different topic designed to help HR, L&D, and training professionals improve productivity, employee engagement, and customer retention by exploring best practices in management training and leadership development.
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Situational Leadership® II
Situational Leadership II has been the world’s most taught leadership model for more than 30 years. Its foundation lies in teaching leaders to diagnose the needs of an individual or a team and then use the appropriate leadership style to respond to the needs of the person and the situation.
For individuals, teams, and whole organizations, the Situational suite of programs equips people at all levels of your organization to lead at a higher level.