Uplifting Service - Blog

Turning Customer Complaints to Customer Loyalty: Challenge #4 of 5

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully […]

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Use Technology to Enhance Customer Experience

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com Smart service providers are using technology to delight customers, become more efficient when serving customers, and […]

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Fiji Airways announces highest profit and highest customer satisfaction scores

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the […]

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What Action Should I Take to Create More Value?

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com Service is taking action to create value for someone else. So which action should you take? […]

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Introduction to The Implementation Roadmap and Service Culture Indicator

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com The Service Culture Implementation Roadmap is a proven methodology to quickly upgrade service performance and build […]

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Introduction to The 12 Building Blocks of Service Culture

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team. […]

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Introduction to the Ten UP Service Excellence Principles

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com Uplifting Service provides your team with the service excellence principles and workshops you need to continuously […]

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4 Reasons Why Perception (vs. Process) Delivers Service Excellence

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com In a previous article, we explored the difference between Perception Points vs. Process Points in Service […]

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Is Smiling a Good KPI?

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Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com “Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered […]

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Nairobi to Shanghai: A World of Service

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When considering quality of service around the world, many stereotypes can be applied. We may think certain countries or cultures naturally excel at service, while others are very efficient but not very friendly. And we may even see some countries where service appears to be an altogether low priority. Yet while stereotypes persist – and may have basis in personal experience – I have accumulated more and more experience in countries across the globe, and everywhere I teach and travel, I observe 3 things we all have in common:

1. Service expectations are local.

How people understand and evaluate service, especially front line customer service, is based on the world they live in every day. We judge the service we receive by comparing it to our own experience. This everyday experience varies widely for people from Nairobi to Shanghai to Delhi to Seattle. Defining service excellence is relative to what we experience around us.

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