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NOTE

This book is designed to be easily used as a training program or course for any organization. It is divided into thirteen chapters which can be read in less than thirty minutes each. I have creatively swiped a terrific idea from Benjamin Franklin, who used his system of thirteen virtues he practiced, one each week for thirteen weeks, then repeat them four times a year. Each chapter can be “assigned reading” for the week, then one of the four activities at the end can be used as a way to incorporate the ideas into the organization. As there is no finish line in the pursuit of customer service excellence, the chapters can and should be repeated indefinitely. So get started, and may the course be with you!

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What do organizations say that have invited Joe to speak to their employees on Customer Service Eagles?

“Joe is a breath of fresh air! Every second of his workshop is fun and entertaining. He has a common sense approach with lots of very relevant stories”

- Misty Stewart, The Bank NA

“ We have used a lot of different trainers in the past but Joe is our employees’ “trainer of choice”. He connects with people, makes it fun and still is able to provide tools to be more successful”

- Renee O’Farrell, Anchor Coupling

“It was extremely beneficial for both our workplace and our personal lives. The subject matter was right on target, the discussions on internal and external customers fit our environment perfectly”

- Kevin Gasser, John Deere

“We have had Joe back MANY times to do various types of training for our entire staff. He consistently gets great reviews and connects well with people in a healthcare environment.”

- Nancy Archambeau, Portage Health System