The ability to deliver exemplary customer service doesn’t just magically happen. Katy Rees, associate vice president of administration at California State University San Marcos, knew she needed to ensure that her team had a strategy and a plan to execute the level of service they wanted to deliver. “We could have just given it lip service, but we wanted to take this initiative seriously,” Rees explained. “I knew we needed a common vision and language of service to provide direction and guide behaviors. The Legendary Service training program from The Ken Blanchard Companies gave us all the tools and skills we needed.”
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