Up Your Service

The 10 Essential Abilities of a Service Excellence Workforce

Up Your Service

The world of work has changed. Every person must continuously add value, not only to the work itself, but to the experience our customers have with our work. How well we do at creating and increasing this value this makes the difference between future success and failure.

In the World of Big Data, Old School Customer Service Never Goes Out of Date

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What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you?

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Customer service training, or service education. What’s the difference?

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Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ?

Five Problems to Overcome When Building a Superior Service Culture

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Watch Ron Kaufman speak about overcoming these five roadblocks (6 minutes). Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task.

7 Secrets of Voice of the Customer Success Whitepaper

In the whitepaper, 7 Secrets of Voice of the Customer Success, we provide 7 steps to help you build a successful VoC program. Built into a clear model for your Voice of the Customer program, these will set you on the path to VoC enlightenment.

Gaining Buy-In for Your Culture Change

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How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? Change can be disruptive and is often stressful. As a result, many people try to avoid it.

How to create loyal customers and brand evangelists in the travel and hospitality industry

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Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet.

Turn a Complaint into an Opportunity to Increase Customer Loyalty

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When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons. It could be a team member calling in sick, the internet goes down, bad weather strikes, an unexpected traffic delay occurs, and so on.

Is Smiling a Good KPI?

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“Is smiling a good KPI?” ” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving our customers. Should we set smiling as service standard?

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

The 4Es to Cultivating Service Mindset

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We often hear leaders say, “We want our people to have a better service mindset.”. What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset , a fundamental way to view the world.

Where do you throw away value? The 8 Wastes of Service.

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“If you always do what you always did, you’ll always get what you always got.” . Henry Ford. “W W hen you start doing what you haven’t done, you’ll get what you haven’t yet gotten.”. Jeff Eilertsen. The 8 Wastes are central to the Lean Manufacturing system developed by Toyota.

Harvard Business Review on Revolutionizing Customer Service

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. The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section.

LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

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LUX* Resorts: Staging a Service Revolution in a Resort Chain . LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand.

Doing Small Things Right is the Start to Excellence in Service

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Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?”.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Oracle CX Factor includes Ron Kaufman’s Questions for Senior Leaders at IBX and Clorox

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Independence Blue Cross shapes Healthcare for the Future. How does Independence Blue Cross shape customer experience? By exceeding consumer expectations says Brian Lobley, President of Commercial and Consumer Markets at IBX.

Building Your Service Culture

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In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Your Service, to talk about how companies can build an optimized service that increases efficiency. Discover his answers below.

Building Block #1: A Common Service Language

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The 12 Building Blocks of Service Culture offer a powerful diagnostic lens to assess, improve, and grow a stronger culture of service excellence inside your organization.

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Top 5 Provocative Posts from 2015

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Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously. by Ron Kaufman.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

In the Ocean of Life, a Little Service Means a Lot

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What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else?

Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

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When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands.

How Effective are Your Service Communications? Take Another Look!

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Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention.

Can Customer Service Be Improved By Closing Your Doors?

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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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Measure the Leading Indicators of a Stronger Service Culture

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Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see if your service culture is getting stronger? Higher profits?

Fundamental Service Principles Create a Common Service Language

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Watch Ron Kaufman talk about this topic on video (3 minutes). I’ve seen many organizations invest years and spend a lot of money on service training for their employees. The intention is always the same: to deliver service excellence, and to create a sustainable service culture.

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A Powerful (and Simple) Approach to Hiring New Staff Who Make Your Culture Stronger

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A successful service culture requires your people to collaborate with each other internally and exercise the partnership skills to create greater value for external clients. How do you find and hire such people? This is a critical question.

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

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“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 to establish standards for common service transactions. While specific standards for service performance can be useful they can also be counter-productive, because setting and achieving service standards is not the same as achieving service excellence.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Does Service Culture Matter in a Digital World?

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The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.

How to Get Fast and Effective Results from Your Next Workshop

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Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues.

ROI 24

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? A new understanding of service value. Service education shifts a person’s point of view and enables her.

Does Service Culture Matter in a Digital World?

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The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!

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Four Rules for Engineering a Service Revolution. Improving service quality in a large organization can be difficult – and it can take a long time.

In the Ocean of Life, a Little Service Means a Lot

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What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else?

FREE Service Culture Assessment: Does Your Company Have a Common Service Language?

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Download Common Service Language Assessment with 28 Insightful Questions. Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team.

Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!

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Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? How many of them are still employed with you after just one year?). I am going to take you on a bus tour called ‘Service Orientation for New Hires’.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.