Course curriculum

  • 1

    1. Introduction

    • Welcome!

    • Meet Ron Kaufman
  • 2

    2. Let's Get Started!

    • Who Do You Serve?

    • What Do You Think?

    • Who Serves You?

    • What Do You Think?

    • Our World of Service
  • 3

    3. The Definition of Service

    • Our Definition of Service

    • What Do You Think?

    • The Starting Point of Service
  • 4

    4. Service Transactions

    • Identify Service Transactions

    • Service Transactions
  • 5

    5. The Six Levels of Service

    • How Good or Bad is Your Service?

    • Basic, Expected and Desired

    • What Do You Think?

    • Surprising and Unbelievable

    • What Do You Think?

    • Criminal

    • What Do You Think?

    • Examples of The Six Levels of Service
  • 6

    6. Understanding Service Excellence

    • Where is Service Excellence?

    • Our Definition of Service Excellence

    • What Do You Think?
  • 7

    7. Your Stepping UP Action Plan

    • Benefits of Understanding The Six Levels of Service

    • Stepping UP Your Service

    • The Six Levels of Service Application Worksheets

    • What Do We Want to Improve?

    • Select Service Transactions

    • Guidelines for Choosing Service Transactions

    • The Six Levels of Service

    • Stepping Up Action Plan

    • Action Plan Progress Updates

    • Our Success Story
  • 8

    8. Congratulations

    • Congratulations!

    • Share Your Success