Up Your Service

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”.

The Growing Value of Ethical Values at Salesforce

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I was recently a guest at Dreamforce , the annual gathering of Salesforce customers, partners, and employees in San Francisco. It’s what they call their “Ohana”, a Hawaiian term for extended family.

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.

The Six Disruptors of Customer Experience

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Your Service is a global education and consulting company.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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.

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”.

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”.

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.

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.

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 ?

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.

UPLIFTING SERVICE book in all formats on Amazon.com

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New York Times bestselling book, “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet” is now in hard copy, Kindle ebook, and Audible audiobook on Amazon.com. Hardcover. Kindle. Audible (audiobook).

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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.

Join Ron Kaufman at Dreamforce 2018 in San Francisco

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Dreamforce is an annual user conference hosted by Salesforce in San Francisco, bringing together thought leaders, industry pioneers and thousands of marketing professionals.

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.

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.

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.

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.”

Measures of Success of Service Culture Transformation

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How do you know if your service improvement efforts are really working? How can you be sure your service culture development program is going to achieve the ultimate objectives of your business? The UP! Your Service “Measures of Success” is a sequence of progressive indicators.

Creating Customer Journey Maps that Work

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Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. Let’s clear up the confusion and see how the UP!

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Ron Kaufman Named #1 Global Guru in Customer Service

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We are honored and pleased to share that our founder, Ron Kaufman, has been awarded Global Guru #1 ranking in the Customer Service category for 2018. At UP! Your Service we believe that all of us can step UP together to make the world better every day.

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.

Join Ron Kaufman at Service Council’s 2018 “Smarter Services Symposium” in Chicago

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?. Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018. This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals.

Join Ron Kaufman for “The Secrets of Superior Service” in Mauritius

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Join Ron Kaufman for a full-day “The Secrets of Superior Service” workshop in Mauritius on 30 October 2018. This powerful event answers two enormously important questions: 1.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

UAE GOV HR Summit: It’s not about HR Strategy, it’s about PEOPLE!

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On 23-25 October 2018, I am delivering a keynote speech and Leadership Master Class at the GOV HR Summit in Abu Dhabi. The event organizers interviewed me with excellent questions about Leadership, Culture, and the Future.

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?

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.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Your employees don’t care about service targets. And here’s why!

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This blog post assumes that YOU, as a leader, understand the importance of building a service culture and your role in making it happen. If you are not sure, I strongly suggest you read this and this first.

Introduction to 10 UP Service Excellence Principles

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Your Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. This suite of powerful service improvement tools are easily customized to achieve your business objectives.

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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.

Introduction to The 12 Building Blocks of Service Culture

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The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team. Working with UP! Your Service, we help you assess your current activities, select areas for improvement, and develop a plan to deliver early quick-wins and longer-term sustainable results.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Why Business Leaders Must Attend Service Training

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The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”.

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 Close the Service Culture Gap and Capture Your Supporters (Step Three)

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This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture.

Uplifting Service – Book Review from Technology Guru

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.