Course curriculum

  • 1

    Become an Ultimate Service Provider Disc 1

    • Track 1 Introduction
    • Track 2 Defining the term Ultimate Service Provider
    • Track 3 Shoveling Snow at 11 years old
    • Track 4 Bank Teller Observations
    • Track 5 Cadbury-Schweppes
    • Track 6 Champion International
    • Track 7 You Gotta Wanna
    • Track 8 Joe the Weatherman
  • 2

    Become an Ultimate Service Provider Disc 2

    • Track 1 4 Key Components of the
    • Track 2 Key Component 1 Commit to your Commitment
    • Track 3 Key Component 2 Be Super-responsive
    • Track 4 Key Component 3 Be Congruent
    • Track 5 Key Component 4 Be Consistent
  • 3

    Become an Ultimate Service Provider Disc 3

    • Track 1 The “How to Wow!” Formula
    • Track 2 “Moments of Truth”
    • Track 3 The Mike English Story
    • Track 4 The 6 Common Traits of the Customer Service Super-Hero
    • Track 5 My Personal “Customer Service Super-Hero”
    • Track 6 Live to Serve your Customers
  • 4

    Become an Ultimate Service Provider Disc 4

    • Track 1 Defining the terms “Legendary Customer Service” and “Raving Fans”
    • Track 2 How to satisfy the unexpressed needs of your customers
    • Track 3 Little things mean everything!
    • Track 4 Consistently Deliver Great Performance to your Customers
    • Track 5 How to Make People Feel Important
    • Track 6 The Cockroach Letter
    • Track 7 The Broyhill Furniture Story
    • Track 8 Perception is More Powerful than Truth
    • Track 9 You are your Company to your Customers
  • 5

    Become an Ultimate Service Provider Disc 5

    • Track 1 Dave’s Incongruency Rant
    • Track 2 Little things mean everything (Yes, again!)
    • Track 3 I Loooooooooooooooooove my Customers
    • Track 4 The Customer is Not Always Right
    • Track 5 Lead your Customers
    • Track 6 What are People Observing about You
    • Track 7 Create a Customer Service Mantra
    • Track 8 The Ultimate Service Providers Referral List
    • Track 9 Conclusion
  • 6

    Become an Ultimate Service Provider Disc 6 Integrity in Business podcast

    • Track 1 Integrity and Ethics in Business and Customer Service podcast