Course curriculum

  • 1

    Introduction

    • Introduction to your Professor

    • Taj and the Perfect Job

    • Introduction Slides
  • 2

    PART 1: Why are you here?

    • The Evolutionary History of Business

    • Nobody's Passionate About Ketchup

    • Work-Life Balance is a Myth!

    • Peaceful Economic Competition

    • What are you here...part 1?

    • Why are you here, and not somewhere else?

    • A discussion with others about why they are here

    • Win-win

    • It's all just a game

    • Why are you here... part 2?

    • You are a "kind of person"

    • What kind of person would do well in your role?

    • PART 1 Slides
  • 3

    PART 2: Vision, Mission, and Values

    • What is Vision, Mission, and Values

    • Your organization's Vision, Mission, and Values

    • Discussion of how employee at Al Masaood Group find meaning in their Vision, Mission, and Values

    • What do you find meaningful?

    • Turning our attention from ourselves to our customers
  • 4

    PART 3: Curating customer experience

    • My customer review after getting my Jaguar detailed

    • My customer review after getting my Mazda detailed

    • What happened?

    • What's a good vs bad customer experience?

    • Failure is a choice

    • Customers need social justice

    • How can we know if we did a bad job?

    • What's the best way to avoid a bad customer experience?

    • Customer empathy

    • Why do people get their cars fixed or maintained?

    • On war and winning

    • Improving customer experience

    • Discussion on trust and transparency

    • Discussion on meeting and exceeding customer expectations

    • Microtraining as a value added customer service

    • Managing customer expectations

    • PART 3 Slides
  • 5

    PART 4: Turning the company upside down

    • Whose customer are you?

    • Any ideas... ?

    • Who is your customer service agent?

    • The services being provided for you

    • Recognition as a service

    • The company is upside down

    • Employee experience and feedback

    • Maybe you'll tell the truth, but probably not

    • How can your managers serve you better?

    • How can your managers serve you better?

    • What resources do you need that you don't currently have?

    • What resources do you need that you don't currently have?

    • Discussion on unmet expectations, dissatisfaction, and gratitude

    • What level of service do you expect from your manager?

    • What level of service do you expect from your manager?

    • Discussion on setting targets

    • Prioritization of initiatives
  • 6

    Conclusion

    • Concluding thoughts

    • Feedback Survey

Instructor

Professor of Strategic Management

Corrie J Block, PhD, DBA

Dr. Corrie Block has 20+ years of experience in 100+ companies across 30+ countries and carries 30,000 hours of education. He is a Professor of Strategic Management, holds Masters degrees in Business and Leadership, a UK PhD, a Swiss DBA, and certification in Artificial Intelligence from MIT. He's a Certified Executive Coach, Wellness Coach, NLP Level 2 Business Practitioner, and Advanced Financial Statement Analyst. Plus, he's a naturally engaging storyteller and an impact-focused instructor.