Products

Books and Training Programs by Rick.

Home
Topics
Client List
Testimonials
Fees
View Video
Products
Book Excerpt
Articles
More Information
Contact Us



 

 

Click the logo above to visit an on-line store where you can purchase Rick's books and training programs.

Legendary Service:  The Ten Fundamentals 

By: Gary Heil And Rick Tate


There is a reason that Legendary Service: The Ten Fundamentals (the updated Legendary Service) program is one of the world’s best sellers...results! Now, after six years and hundreds of organizations having implemented this program, many award winning organizations are crediting Legendary Service as having a direct impact on their success. Added value through service quality continues to be a critical element in staying competitive. The demand from customers for "having it their way" is ever increasing. Exceeding customers’ expectations takes total commitment from the entire staff. 

This program can be delivered:  One full day, two half-day sessions, five independent two hour modules, as a Train the Trainer and as an internal training program facilitated by an employee.  Components include: Videos, Facilitator’s Guides, Participant’s Workbooks, Slide Sets and Overheads. 

Leadership and the Customer Revolution

By: Rick Tate and Gary Heil



The Book  (Click here to read an excerpt.)

Three weeks after its release in October 1995, Leadership and the Customer Revolution went into its second printing. It has received rave reviews from people such as Jan Carlzon and Stephen R. Covey. This 290 page hard-bound book retails for $26.95 and challenges people to re-examine their thinking about service, leadership and structures. 

Videotape One:   Revolutionary Service:  Building Loyalty One Customer at a Time  

Voted one of the best business training videos in the industry by Successful Meetings magazine! 

They further wrote, "...the fastest 30 minutes you’ll sit through this year. In addition to the two light-hearted hosts (Gary Heil & Rick Tate) relating humorous anecdotes, there are testimonials by an assortment of executives and employees of three customer-driven companies." 

Join service experts Rick Tate and Gary Heil as they demonstrate why a loyal customer base is the key to future business.   Includes how-to examples from several organizations that have restructured themselves in order revolutionize their service...much to the delight of their customers! 

Support Materials:   Leader's Guide with reproducible Participant Materials. 

Videotape Two:  Revolutionary Leadership:   Liberating the Human Spirit 

Build an organization that keeps customers coming back for more!   Discover why leaders within your organization are the key to great customer service.  Successful businesses such as Johnson & Johnson, JC Penney and Macaroni Grill provide several examples of how to liberate the human spirit within your organization and give employees the ability to delight your customers.

Support Materials:  Leader's Guide with reproducible Participant Materials.

Service Leadership™:  The Ten Fundamentals

By: Gary Heil And Rick Tate

Ten years ago leadership and service experts, Rick Tate and Gary Heil, concluded an extensive exploration into key leadership competencies that seemed to be present in most organizations with great service reputations. Together, with the product development and marketing expertise of Ken Blanchard (The One Minute Manager), they produced one of the world's best selling service programs, Legendary Service™.   This updated version has retained all the basic concepts that have stood the test of time and helped thousands improve their organizations' competitive advantage as well as their own value as leaders. Added value through service quality continues to be a critical element in staying competitive. The demand from customers for "having it their way" is ever increasing. Exceeding customers’ expectations takes total commitment from the entire staff. 

The 10 module format allows for maximum flexibility for delivery. The entire program can be delivered in one to two days. The target audience for this program is managers, team leaders and supervisors.

This program can be enhanced with the use of the award winning Legendary Service™ video featuring Ken Blanchard, Gary Heil and Rick Tate with a studio audience, as well as a dozen public and private-sector service role models.

Frontline Service

By: Rick Tate and Sam Shriver

Rick Tate and Sam Shriver have released a new edition of Frontline Service, one of the best-selling service quality improvement programs developed over the past three years. This program continues to receive rave reviews from large and small companies all over the world. It has been translated for use in China, France, Italy, Mexico, Quebec-Canada and Spain.

Frontline Service presents a framework for improving service where it really counts . . . at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their services, both inside and outside their organization.

Features of this program include:  Flexible design… Each of the five modules may be delivered in from one to two hours and are designed to be independent of the others. Also, one and two day designs are offered in the Facilitator's Guide.   The target audience for this program is customer-contact personnel, internal service providers and supervisors.

Public Sector Version Also Available!

A special version of Frontline Service has been adapted for government agencies and public sector organizations.  Call for or e-mail us for more information!

2001, 2002 Innovative Thinking, Inc., All rights reserved!