Listen | Respond | Go Beyond - The Playbook on Winning at Service

Anywhere, Anytime. Online.
Taught by:  Debbie Knowlan

20 years of diverse experience in the sports and hospitality/event planning fields, with a focus on project management, implementation of innovative new products, development of department standard operating procedures, comprehensive client communication, and ensuring business strategies are aligned with customer needs. A skilled communicator; able to effectively coordinate tasks to accomplish projects with timeliness and creativity, establish rapport with members of diverse groups, and promote team cohesiveness. A unique ability to be creative, resourceful, and flexible while also able to adapt to changing priorities while maintaining a positive attitude, and strong work ethic.

Program Overview: 
The ISBI 360° PRO Listen | Respond | Go Beyond = The Playbook
on Winning at Service program uses the concept of “micro-learning”–
shorter, more specific lessons over a consistent, longer period of time –
to reinforce the lessons learned, as opposed to traditional multi-day live
training programs.  A Stanford University study has shown that this
learning methodology has been proven to hold the attention of participants
longer, create new habits more readily, and maintain a consistent training
regimen over a longer period of time.
The certification program consists of  7 Micro-Learning Modules and will
provide teams, leagues, properties and participants with a comprehensive understanding of the characteristics and strategies related to service departments in a sports and entertainment organization.  The program includes PRO 7, the micro-certification training program and PRO+, the continuing education archive and library.

To make learning “stickier”, ISBI 360° uses a unique combination of:


  • Short, professionally-created video training lessons;

  • Role play videotaping to demonstrate proficiency of the lessons learned; and

  • An experienced, sports-specific sales Coach to guide their performance, answer questions about the material, and provide one-on-one mentoring. 

Basic Info
7-Modules each with Big Ideas, Chalk Talks, Drill Sessions, and a weekly Coaches Corner - all with respective assessments qnd PRO+ library.
7-9 weeks, 15-20 minutes per week plus coaches corner
Anytime, Anywhere. Online. 24/7
Participants are required to maintain an 85% in order to complete the program.

ISBI 360°’s user-centric tools bring out the best results from every interaction. 

Extend and deepen user learning.

 Listen | Respond | Go Beyond - The Playbook on Winning at Service 
program consists of:  
Program Description by Module:

MODULE 1  -   The “Experience” of Sports is Service 

MODULE 2  -  Service Fundamentals 

MODULE 3  -  Problem Management in Service

MODULE 4  -  Communication 

MODULE 5  -  Touchpoints


MODULE 6  -  How to Tackle Renewals 

MODULE 7  -  Game Day: It’s Time For You To Win at Service 

Get the training and skills you need to accelerate your career in Sports and Entertainment.