Uplifting Service - Blog

The Uplifting Service Active Learning Toolbox

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Why are some training programs so dull, and others so full of active participation? What makes one trainer plod along, while another brings energy and effectiveness to each session? Using The Uplifting Service Active Learning […]

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Why Business Leaders Must Attend Service Training

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The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?” This raises a different and more important question for senior leaders: […]

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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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Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice. In this challenging […]

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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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Can You Really Overhaul a Nation’s Customer Service Culture? Part Two

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Some of the building blocks used by nations for engineering an uplifting service culture:

Stay covered with great leadership. True service leadership is not a demand for better performance pointed at the frontline service department. It’s not a campaign slogan that gets splashed across the wall. True service leadership means creating an environment where every member of the team can take the lead in improving and uplifting—from the top down, from the bottom up, and from every position in the organization.

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11 Lessons from Microsoft’s Initiative to Create a Sustainable Service Culture

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Guest Post by Tom Moran
Director, Customer and Partner Experience, Microsoft Operations

Microsoft Operations manages a huge portfolio ever-changing products, business units, customers, clients, and partners.

Here are few tactics that have brought good results as we work to Build an Uplifting Service Culture:

(Disclaimer – Microsoft is a client of Uplifting Service. The models and tools which Tom refers to in this post are taught in the Uplifting Service Courses.)

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