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. […]

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.

Please post your comments here. I was recently a guest at Dreamforce, the annual gathering of Salesforce customers, partners, and employees in San Francisco. It’s what they call their “Ohana”, a Hawaiian term for extended […]

Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is […]

Uplifting Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, […]

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: […]

Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)

Increasingly, compensations and appraisals are now being tied to % improvements in service indexes.

Here’s the problem:

Employees don’t live in the world of index improvements. Many may not even understand it.

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

The CEM Telecoms Conference speaks with Jeff Eilertsen, Uplifting Service VP Client Success, to learn how companies can optimize service efficiency while also improving customer experience. Learn how you can achieve these goals simultaneously in […]

Sometimes being closed is the best service of all. Around the world, businesses are choosing to stay open longer hours and more days. This includes retailers, banks, brokerages, call centers and service centers. Major holidays, […]