Uplifting Service - Blog

Are You A Nice or Naughty Customer? Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return

By

Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer service has taken a nosedive, you’re right, says Ron Kaufman—but there’s a lot you can do to change that. Read on for his tips for being a better customer.

Read More

Mushroom Soup and Service Excellence

By

I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.

When I arrived at check-in, the staff member mentioned my name in a tone and style that made me like feel they had been waiting just for me. That felt good, especially after a long flight and drive to reach the destination.

Read More

Why Building a Strong Service Culture Answers CEO Top Challenges

By

Each year The Conference Board publishes survey results of the Top CEO Challenges for global organizations. In 2014 the top four challenges are:

1. Human Capital
2. Customer Relationships
3. Innovation
4. Operational Excellence

The Conference Board says business leaders are seeking to drive growth by “focusing on people, performance, reconnecting with customers, and reshaping the culture of work. They see a renewed commitment to customers, innovation, and the corporate brand.”

Read More

There IS a Proven Path to Service Excellence

By

What are the major challenges leaders and organizations must overcome to build a competitive advantage with a strong and sustainable service culture? New video – 2.5 minutes. Watch it now.

Read More

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

By

Thank you for your interest! This page is best viewed by Clicking hereThis site is moving soon to RonKaufman.com Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds […]

Read More

The Most Popular Blog Posts of the Year (so far…)

By

Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

Read More

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

By

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.

Read More

Top Twelve Quotes from the 2014 Smarter Services Executive Symposium in Boston

By

The “Smarter Services Executive Symposium” in Boston was a deep dive into the world of services, service providers, and field service engineers. The depth of sharing was impressive, as was the depth of expertise.

I gave one keynote presentation and took fourteen pages of notes. Here are my “top twelve take-aways” from the event. Which one is most relevant for you?

Read More

The MSD Balloon Board Promotes Service Improvement Commitments, Actions, and Results

By

Uplifting Service Course Leaders from MSD (Merck) in Singapore have created a colourful and uplifting way to record and recognize positive service improvement actions taken by participants in the Uplifting Service Course 100: Achieving Superior Service.

Read More

No One Ever Hung A Suggestion Box Hoping It Would Be Ignored

By

It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.

Now imagine a staff suggestion program that captures attention with a different service challenge and a different form of recognition every month:

January: Submit your best ideas for welcoming our new customers. Winners celebrate with dinner for two at a fancy restaurant.

Read More

Contact Us

Thank You For Sharing This Page



Share By Email To:

Your Message:

CAPTCHA Image Change image

Enter the CAPTCHA code.

Share with more people?