The Service Culture Steering Committee Setup Checklist
By Ron Kaufman
By Ron Kaufman
Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.
1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.
Are you building powerful partnerships where you work?
Read MoreBy Ron Kaufman
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.
By Jocelyn Low
Are you a passionate but frustrated Course Leader? Here’s how to overcome it!
I recently asked a group of experienced UYS Course Leaders two questions:
1. “What is your biggest frustration as a Course Leader in your organization?”, and
2. “What are you going to do about it?”
Each person who answered this question had already facilitated more than 10 workshops for their colleagues.
Here are two of the stated frustrations, and constructive recommendations:
By Ron Kaufman
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.
Read MoreEspecially 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.
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