Up Your Service

Uplifting Customer Service: A Job from the Inside Out

Up Your Service

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.

Different people value different things (gasp!)

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Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations.

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

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The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers.

Discover how Globe Telecom has built an extraordinary culture of Service Excellence

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Discover how Globe Telecom has built an extraordinary culture of Service Excellence on a brilliant platform of Vision, Mission, Purpose, Values, and “The Circle of Happiness”.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Setting Effective Service Standards: Challenge #1 of 5

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Enjoy this interview with Jeff Eilertsen who leads the Client Success team at UP! Your Service with 25 years’ experience improving service and leadership in organizations around the world.

Creating More Service Value at Salesforce World Tour in Sydney, Australia (video compilation)

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Join me for an intense and uplifting day in Australia, packed with insights and innovations about technology, learning, and careers transformation to make service and society better. You can get all the details online, but let me tell you some of the highlights. See additional details here.

The Six Disruptors of Customer Experience

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Your Service is a global education and consulting company.

Heading to Sydney for the Salesforce World Tour 2019

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I am traveling soon to Sydney Australia for the Salesforce World Tour 2019. This day is packed with insights and innovations about technology, learning, and careers transformation to make service and society better. You can get all the details online , but let me tell you some of the highlights.

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New Insights on “State of the Connected Customer” Worldwide

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? ? ?. unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

LUX* CEO Paul Jones in Heart to Heart Interview with Ron Kaufman

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Enjoy this wide ranging interview with hospitality legend and pioneer Mr. Paul Jones. Paul began his career as a hospitality student in 1965, worked with Sun Resorts worldwide for more than 20 years, created and led the One & Only brand , and then led the formation of LUX* Resorts and Hotels.

Use Technology to Enhance Customer Experience

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Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1. Make your technology easy for customers to use.

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 ?

On-Demand Webinar: Lessons for HR in Building a Service Excellence Culture

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What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture? And why is it important in the organization’s context?

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Is the customer always right?

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Is the customer always right? Sometimes customers make mistakes, they get confused, they exaggerate, or even lie. So if they customer is wrong, what should you do? You can still make the customer “feel right” by agreeing with them on the importance of what they value.

Making Melbourne a Better City by Connecting People with “The Government You Can Touch”

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Ron Kaufman with Colin Fairweather and Daniela Mazzone at Dreamforce. The City of Melbourne, Australia is ranked as one of the most liveable in the world. This award-winning lifestyle is fueled by a delightful blend of friendly people, global culture, and amazing food and coffee. Most people don’t think about what goes on behind-the-scenes when they consider the pleasures of good city living.

Redefining Service for the New World of Work

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The nature of work keeps changing. And it’s determining who wins and who loses. Mass production defined work in the 20th century. Jobs became a well-defined set of tasks organized into a scalable working structure.

What is the responsibility of business in The Fourth Humanitarian Revolution?

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Revolutions change what is possible and how we live together. We live today in The Fourth Industrial Revolution ; the historic transformation of power from steam, to electricity, to computers, to the global convergence of data, devices, access, and analytics.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to engage your leadership team for a successful service culture transformation?

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At UP! Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program.

Introduction to The Seven Rules of Service Leadership

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Leaders can’t just tell people to serve; every day they must show people how to serve and teach them why it’s so important. People at every level of an organization will only make a service vision come alive when their leaders are living it, too.

7 Top Trends from 2018 Smarter Services Symposium

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Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”.

Flying is the Business of Freedom

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I’m in Geneva speaking with 200+ global team members in the IATA Management Meeting. We are focusing on improving service worldwide with airlines, airport, aircraft manufacturers, governments, travel agents…and YOU!

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Building a Service Culture: Interview with Keynote Speaker Agency Speaking.com

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This interview was first posted by our friends at the keynote speaker agency www.Speaking.com. Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value.

Why is Ron Kaufman’s bestselling book titled “Uplifting Service”?

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There are 5 reasons, all perfectly aligned. Uplift Customer Experience. The book is filled with principles and practices that really work, ideas, illustrations, and examples from all over the world. Uplift Service Providers.

Fascinating interview on future of humanity and technology with Ron Kaufman in Goa, India

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Fascinating interview on future of humanity and technology with Ron Kaufman. Q&A session in Goa, India illuminates the positive future that is emerging for our work and in our lives.

Flying is the Business of Freedom

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Please post your comments here. Flying is the business of freedom. I’m in Geneva today, speaking with 200+ global team members in the IATA Management Meeting. We are focusing on improving service worldwide with airlines, airport, aircraft manufacturers, governments, travel agents…and YOU!

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

The Customer is King. So what is the Service Provider?

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The Customer is King. So what is the Service Provider? Does “the customer is king” mean the service provider only a servant? Or as the Latin root would indicate, a slave? Not according to our definition of service: “Service is taking action to create value for someone else.”

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.

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?

The 10 Essential Abilities of a Service Excellence Workforce

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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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.