Ideal Customer Service & Culture
Instructor: Scott Porter – Founder, San Diable Artisan Churros
Scott Porter is a seasoned executive with many startups under his belt. He is currently the founder of San Diablo Artisan Churros, the first high-end churro company in Utah. He was a co-founder of Surf, responsible for overall marketing and member experience strategy and implementation for disruptive innovator, start-up all-you-can-fly airline.
He gained his extensive experience in customer service and culture as executive director of a nursing home company where he spearheaded the turnaround of 58-bed SNF from bankruptcy to profitability with outstanding clinical care and results, high resident/family satisfaction levels and positive reputation.
In this course, he walks you through the same system he has implemented successful in all his startups since 2011.
Lessons in This Course
|Module 1||Ideal Customer Service|
|Unit 1||Introducing Scott Porter|
|Unit 2||Lessons from Tacos Stands in Tijuana|
|Unit 3||Enlightened Hospitality & Fostering Culture|
|Unit 4||Leadership Alignment to the Customer Experience|
|Unit 5||Loyalty example|
|Unit 6||3 steps to Create a Transformative Customer Experience|
|Unit 7||Culture is Defined or Evolves|
|Unit 8||Establish Standards from the Hiring Process|
|Unit 9||Establish Your Vision|
|Unit 11||Missing the Mark|
|Unit 12||Monitoring Frequency|
|Unit 13||Falling Short - The Human Experience|
|Unit 14||Recovering from Service Failure|
|Unit 15||JetBlue's Manifesto of Passenger Rights|