Uplifting Service - Blog

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the third challenge, Building Internal Service Relationships and Employee Engagement. […]

Congratulations to Fiji Airways for being awarded the Skytrax 4-Star rating and for earning the “Best Airline Staff in Australia Pacific” commendation! We are delighted to share these milestones achieved by Fiji Airways with our […]

A deeply personal “RAW” interview with Ron Kaufman and Rohit Bassi explores the history of Ron’s work and play around the world. Includes stories never before shared on Ron’s family, education, travel, devotion…and love. Meet […]

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. […]

Salesforce is the fast-growing, always changing, cloud based platform that started as a CRM and today includes Commerce Cloud, Sales Cloud, Service Cloud, Data Cloud, Marketing Cloud, Community Cloud, Analytics Cloud, App Cloud, and through […]

Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. Please share […]

The largest English language news service in Romania posed these insightful and provocative questions. In this video, Ron Kaufman answers them all! 1. How do you see the future of customer service in those industries […]

R.I.P Tony Buzan, 1946–2019. Creator of the MindMapping Technique, founder of World Memory Championship, author of 80 books, educator, innovator, good friend. Thank you for all your uplifting service and contributions to humanity. Rest in […]

Heard on the Streets with Sean Brown During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and […]

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc.

And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

But seeing service improvement as mostly a frontline, customer-facing issue will not foster the development of an uplifting service culture where all employees embrace the goal of constantly adding value for others.