Strong, positive inter-departmental co-operation – satisfying the internal customer – can make the difference in providing an appropriate level of service to our external customers.

Tom Peters gets to the heart of the “excellence message” by taking you on location to five leading organizations that provide superior customer service.

In A Passion for Excellence, Tom Peters describes and illustrates how successful organizations create and sustain their competitive edge. From chicken to grocery stores, airlines to pizza, textiles to the City of Baltimore, Tom discusses how care of customers, constant innovation, and reliance on creative contributions from all hands mark each enterprise.

With accountability, you get better results, improved teamwork, and clarity. Without it, you get blame, finger-pointing, missed deadlines and low morale. This program reveals an approach to accountability that improves individual and organizational performance.

Designed specifically for training government employees, the 9 categories and 35 video clips in this Toolkit will help you demonstrate what it looks like when people hold themselves, each other and the organization accountable for keeping commitments and achieving results. 

Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return.

This two-video set offers insight into great customer service from both the employee and the supervisor perspective.

How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.

This four-part series covers all facets of making a successful sale, using proven techniques and solid sales fundamentals. It's perfect for new sales recruits or as a refresher and energizer for more experienced members of the sales team.

The Art of Selling is designed to equip your staff with all the skills and techniques they need to approach sales opportunities with confidence.