Uplifting Service - Blog

Ron Kaufman ranked #1 Customer Service Global Guru 2020

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Thank you for your interest! This page has been moved to RonKaufman.com. Please click the link below to read the blog. Click here We are honored and pleased to share our founder, Ron Kaufman, has […]

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Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith

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Thank you for your interest! This page has been moved to RonKaufman.com. Please click the link below to read the blog. Click here Hello, if you’re watching this video, you probably know me. I’m Ron […]

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The Uplifting Service Active Learning Toolbox

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Thank you for your interest! This page has been moved to RonKaufman.com. Please click the link below to read the blog. Click here Why are some training programs so dull, and others so full of […]

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Why Business Leaders Must Attend Service Training

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Thank you for your interest! This page has been moved to RonKaufman.com. Please click the link below to read the blog. Click here The most common question we hear when launching service excellence training programs […]

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What is Service Education?

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Service education leads to creative thinking and practical action. This action produces new and greater service value. What happens in effective service education?

1. A new understanding of service value
2. Colleagues learn and apply a common service language
3. Personal behavior models beliefs
4. Taking new and valuable actions

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Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two

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Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.

Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.

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Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One

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In this two-part blog series, I’ll provide tips on how you can strengthen your service team.

Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients.

We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.

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How to Use Service to Charge Higher Prices and Grow Market Share in a Price Sensitive Market

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Thank you for your interest! This page has been moved to RonKaufman.com. Please click the link below to read the blog. Click here Indian telecommunications is one of the most commoditized, competitive, and chaotic markets […]

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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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First Choose Your Target, Then Fire at the Bull’s-Eye

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One of my clients launched a vigorous service improvement program to create greater value for external customers. Hundreds of classes were conducted for thousands of Service Champions around the world. The business objectives were clear: reclaim market share and rebuild a slipping reputation. Bounce back in recovery situations. Focus on external customer experience, not internal political issues. Demonstrate passion for existing customers. Go all-out to win new business.

But something unusual happened as the program rollout expanded. Rather than focusing on these identified external business targets, earning high internal course evaluations became the course leaders’ primary focus. Being rated highly as a very engaging course leader was viewed as great success. Scoring 9 out of 10 for leading a wonderful class became a cause for celebration. That’s a great score, but a very different bull’s-eye.

Customer success and better business results are why the program was originally conceived. High course leader scores are not the same as valuable business impact. Eventually this lack of alignment
became painfully apparent—the focus had drifted away from the early goals, and the entire program needed to refocus. Don’t let this drifting happen to you.

Learn how to increase the impact of your investment…

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