Course curriculum

    1. Promo

    2. Course Introduction

    3. Section Introduction

    4. Understanding the Customer

    5. Effective Business Models

    6. Section Conclusion

    1. Section Introduction

    2. No Customer, No Business

    3. Section Conclusion

    1. Section Introduction

    2. Customers Can Be Difficult

    3. Human Beings Are Highly Complex

    4. Understanding Transference Helps

    5. Section Conclusion

    1. Section Introduction

    2. Relational Energy

    3. Mental Energy

    4. Emotional Energy

    5. Spiritual Energy

    6. Section Conclusion

    1. Section Introduction

    2. Customers Measure Service Quality by Your Response

    3. The Response Window is Short

    4. Section Conclusion

    1. Section Introduction

    2. Organizational Impediments

    3. Human Impediments

    4. Quality Impediments

    5. Section Conclusion

About this course

  • 38 lessons
  • 2.5 hours of video content
  • One 15-minute quiz

Instructor

Dr. Jim Chambers

PURE Instructor

Jim Chambers, Ed.D., is a recognized leader in organizational leadership and professional development. He has served a wide range of private, public, government, military, religious, and non-profit organizations in the US and abroad. He is an award-winning speaker, conference presenter, organizational consultant, and innovative educator. His work in organizational leadership was recognized by the US Congress after he helped successfully implement MIT's Sloan School of Management Learning Organization model for the US Navy Shipyard in Norfolk, VA, under two administrations. He has also provided leadership for similar programs involving foreign military, international banking, information technology, healthcare IT, and higher education. In addition, he has authored effective models for team-based planning, adult learning, change management, and professional development. He has managed large-scale training initiatives, planning projects, and eLearning projects and trained hundreds of professional educators in using instructional design methodologies for rapid development eLearning. He has also facilitated graduate and doctoral courses on adult learning, curriculum development, transformational leadership, change management, strategic planning, and related topics. Dr. Chambers holds an Ed.D. in higher education from Nova Southeastern University in Florida and served as a doctoral professor and guest lecturer in higher education and organizational leadership at universities and graduate schools in the US and abroad. Although semi-retired, he continues to be a popular speaker, pod-cast guest, and subject matter expert regarding leadership and organizational development issues.