Course curriculum

  • 1

    1. Introduction

    • Welcome!

    • Meet Ron Kaufman

    • How Did You Feel?

    • Impact of Bad Service
  • 2

    2. When Things Go Wrong

    • What Happens When Things Go Wrong?

    • Recap What You Have Learned

    • What Do You Think?

    • What Goes Wrong at Your Workplace?

    • Bounce! with Service Recovery Application Worksheets

    • What Do We Want to Improve?
  • 3

    3. Bounce! with Service Recovery

    • Three Steps to Bounce

    • What Do You Think?

    • Applying Three Steps to Bounce
  • 4

    4. Stepping UP!

    • Consider The Six Levels of Service

    • Different Ways to 'Do Something Extra'
  • 5

    5. Getting Ready to Bounce!

    • From Reactive to Proactive

    • Stepping UP Action Plan

    • Getting Ready to Bounce!

    • Planning, Process and Practice

    • Planning

    • Process

    • Practice
  • 6

    6. Stepping UP Action Plan

    • Action Plan Progress Updates

    • Our Success Story

    • Congratulations