Feature – Five Star Service on a One Star Budget – from the studio

1. Intro
2. Overview
3. Is the customer always right?
4. It’s not hard to be better
5. 13 reasons why you’re not giving
Five Star Service
6. 1. Purpose
7. 2. Understand customers
8. 3. What business are you in?
9. 4. Don’t like your business
10. 5.Policies, procedures, promises
11. 6. Mission statement
12. 7. Not in touch with your values
13. 8. Guiding principles
14. 9. Beliefs and intentions
15. 10. Service promise
16. 11. Don’t know what you’re doing
17. 12.Sustainable competitive advantage
18. 13. What should customers say.
19. Summary

Bonus – recorded live l at the Hilton Hotel Adelaide

1. Intro to CD
2. The setting and Robin Hood
3.Visualise the future
4. Ric Angeletti
5. Good experiences
6. Bad experiences
7. Results of survey
8. Thing or person?
9. Current trends#1 a brawl
10 The age of the never satisfied customer
11. Germans!
12. Current trends#2 Added value
13. Current trends#3 Women!
14. Multitasking
15. Current trends#4 Character and mission
16. Assets
17. Your bow and arrow