Uplifting Service - Blog

How to Create Highly Effective Service Standards


Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience.  Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards […]

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Shifting from Service Process to Customer Experience: Challenge #2 of 5


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 second challenge, Shifting from Service Process to Customer Experience. […]

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Service Standards and Service Excellence….are Not the Same Thing!


“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work […]

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