Uplifting Service - Blog

Are Your Managers a Roadblock to Successful Service Education? Ten Tips to Turn Your Managers into Champions

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Who plays the most powerful role in a successful education implementation? The employees who are learning, the trainer who leads the class, or the manager of the employees?

Over 20 years ago two notable authors – John Newstrom and Mary Broad — published research that is still relevant today. Transfer Of Training: Action-packed Strategies To Ensure High Payoff From Training Investment

For leaders seeking to achieve large-scale service improvement with a powerful education program, this research is critical.

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Have you built a great Course Leadership TEAM?

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Good Course Leaders know the importance of preparation. Good Course Leaders also know the importance of the application – linking the learning to action, and the action to business impact.

Good Course Leaders take pride in high feedback scores and evaluations. And good Course Leaders also take time, regularly, for self-reflection and “in the mirror” evaluation.

You may be very skillful on your own, but your company’s culture-building program will only be successful if you connect and thrive as a TEAM.

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Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season – Part Two

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To Get Stuck on the Naughty List:

Specialize in the run-around. Doing business with a company should be a choice, not a chore. But unfortunately, many companies make receiving service very difficult for their customers.

Companies on the naughty list aren’t streamlined. Customers have to give the same information to one person after another as they’re passed from department to department seeking help. Departments are so siloed that customers can feel like they aren’t even talking to people who work at the same company.

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Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season – Part One

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How will your customers view the service they receive from you this holiday season?

Will you delight them…or disappoint them? Read on for a breakdown of service behaviors that will decide whether you land on their naughty or nice lists this year.

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Living Globally, Contributing Locally – The Expat Living Interview with Ron Kaufman

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This interview was originally published in EXPAT LIVING Magazine, written by Monica Pitrelli.

Struggling with bad service? Yeah, us too. But before you unleash on the next bumbling waiter or clueless salesclerk, hear the words of RON KAUFMAN, a global service consultant who has been on a 20-year crusade to improve service standards in Singapore. Here he tells Monica Pitrelli that getting good service in Singapore is not only possible – it’s easy – as long as you check your attitude at the door.

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Airport Avatar Enters Brave New World of Customer Service

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Travelers coming through the New York City area’s three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren’t walking through the set of a science fiction movie. That’s because the airports are introducing some high-tech help in the form of “Ava”—a life-sized, computer-generated female avatar. She’ll provide answers to airport patrons’ common questions. Ava the Avatar offers a fun, exciting way to improve customer service for weary travelers.

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The Experience Economy

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I have just dialed into a large (very large) retail organization to check on a pending order. I am greeted by an interactive voice response (IVR) system. I only need an answer to two short questions from the salesperson from whom I recently purchased an item. But I am routed away from my familiar store location, into a large call center, in an unknown location.

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A Customer-Focused Structure Leads to Success

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A great service culture is always a product of a whole architecture that includes education, service processes and structures that support customer-focused behavior.

Most customer-service improvement efforts fail to provide this type of architecture because their design misses, in particular, the strong impact of structure on behavior. Structure may include reporting relationships or physical structures that best facilitate service process. The designers are wary of changing structures to support service outcomes because such change is emotionally charged, takes a significant amount of effort and requires intense commitment. Yet, few individuals or departments can be effective and shine unless their organizational and physical structures are aligned with their brand’s customer service promise.

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Seven Steps for Actionable Service Resolutions

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Each year we move forward into a wonderful space of creation for the upcoming year. We also have an opportunity to look back at the past year, and then to look forward, to make adjustments to improve the quality of service for our customers, vendors, employees, and community.

Each of us can become a change agent to make a difference. Not only can one person create dramatic change, but one action can. Think about just one thing that would surprise and delight your customers (internal or external customer). Just one thing.

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Three Questions to Manage Performance in a Service Culture

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Building a service culture in any organization requires that systems and processes reflect and support service as a key business driver. One system is performance management.

Performance management, performance appraisal, employee review – whatever name you have for it – is a common, often dreaded, and largely under-utilized process for managing an organization. Yet it can be one of the most effective tools for leading change – ensuring a service culture, or any cultural focus, can be created and sustained over time.

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