Up Your Service

Uplifting Service Ranked #1 Worlds Top Customer Service Development Program 2020

Uplifting Service

We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org.

Service in a World of Customer Obsession

Uplifting Service

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements.

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Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences

Up Your Service

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs.

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Leading with Service during the COVID-19 Pandemic

Uplifting Service

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Uplifting Service Ranked #1 World’s Top Customer Service Development Program 2020

Up Your Service

This blog is hosted on RonKaufman.com. Click here to visit this blog. We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org.

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

Up Your Service

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. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines. Workshop Leaders were certified to deliver service education programs to everyone.

“What is Excellence?” Ron Kaufman on Excellence as Momentum, not a Position

Uplifting Service

Transcript of What is Excellence?”, ”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. Now, some of you are saying, “Excellence has to be Unbelievable.” ” The rest of you are saying, “No, no, no.

Different people value different things (gasp!)

Up Your Service

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. I heard this concern as our clients and prospects spoke about their employees, branch locations, franchises, partners, and affiliates.

Gathering the World inside JEWEL at Changi Airport, Singapore

Up Your Service

Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. Please share your comment here. This space for the world to gather was built outside the transit area. Travelers can enjoy being here before their flights, after their flights, and between their flights if they have enough time.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

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

Up Your Service

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 ? To address this gap and answer this question, we must understand the difference between customer service training and actionable service education.

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. And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith

Uplifting Service

Hello, if you’re watching this video, you probably know me. I’m Ron Kaufman , author, and founder of Uplifting Service. But do you know this man? This gentleman with the distinguished white beard.

How to Create Service Standards that Really Work

Uplifting Service

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.

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

“Different People Value Different Things” Ron Kaufman on The Four Categories of Value

Uplifting Service

Transcript of “Different People Value Different Things”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. The action steps you design and take are intended to create more value.

“How Good or Bad is the Service You Provide” by Ron Kaufman

Uplifting Service

Transcript of “How Good or Bad is the Service You Provide”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. How good or bad is the service you provide? Who has the answer to that question? Let’s go back to the definition.

Turning Customer Complaints to Customer Loyalty: Challenge #4 of 5

Up Your Service

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 fourth challenge, Turning Customer Complaints to Customer Loyalty.

Aligning Leadership and Service Performance: Challenge #5 of 5

Uplifting Service

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 fifth challenge, Aligning Leadership and Service Performance.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

SWIFT in Singapore: “What is Service?”

Up Your Service

Transcript of “What is Service?”, ”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. We are in The Financial Services Industry. All of your organizations, your businesses, you serve somebody.

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

Up Your Service

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”. What Globe has done here is unique, building a culture as a challenger brand in the telco industry and overtaking the dominant player in the country.

UP! Your Service is now “UPLIFTING SERVICE”

Up Your Service

Your Service – The brand that has been known and loved around the world is growing up. We are now becoming ‘Uplifting Service’ Here’s why we’re making this simple but very important change.

UPLIFTING SERVICE nominated for “Best Customer Service Development Program”

Up Your Service

For decades, we’ve been serving leaders and organizations all over the world helping them to Unleash Unbelievable! This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world.

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How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

7 Top Trends from 2018 Smarter Services Symposium

Up Your Service

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”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more. Here are some of 10 of the top trends we take away from this positive and powerful annual event. Service is gaining in power.

The Six Disruptors of Customer Experience

Up Your Service

Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.

Redefining Service for the New World of Work

Up Your Service

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. Even now we continue to improve the quality and efficiency of our work by precisely measuring, regrouping, and even eliminating jobs. Work involves two underlying interactions – making and responding to requests. As a customer or colleague, I request something from you.

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

Up Your Service

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.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

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

Up Your Service

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.

Is the customer always right?

Up Your Service

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. But there is a catch. The customer may not tell you what they value. In fact, they can even make it hard to know. You must work to find it. For example, your customer says “Your service is so slow!”

Five Problems to Overcome When Building a Superior Service Culture

Up Your Service

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. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. The frontline lacks top-down support. Often when organizations seek to improve their service performance, they rush to train employees on the front line.

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

Up Your Service

“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.

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

Use Technology to Enhance Customer Experience

Up Your Service

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. Is your website easy to navigate? At key points of interaction it helps to provide clear instructions. Do not confuse your customers as they will leave your website when they feel frustration.