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Uplifting Service
APRIL 13, 2020
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.
Uplifting Service
FEBRUARY 26, 2020
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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Up Your Service
NOVEMBER 28, 2019
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.
Uplifting Service
MARCH 17, 2020
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.
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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.
Up Your Service
MARCH 2, 2021
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.
Up Your Service
MARCH 11, 2019
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.
Uplifting Service
JANUARY 15, 2020
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.
Up Your Service
APRIL 18, 2019
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.
Up Your Service
APRIL 30, 2019
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.
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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.
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Up Your Service
OCTOBER 25, 2016
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.
Up Your Service
APRIL 15, 2019
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.
Uplifting Service
FEBRUARY 5, 2020
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.
Uplifting Service
JANUARY 28, 2020
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.
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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!
Uplifting Service
JANUARY 22, 2020
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.
Uplifting Service
JANUARY 20, 2020
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.
Up Your Service
JANUARY 15, 2020
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.
Uplifting Service
JANUARY 15, 2020
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.
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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.
Up Your Service
JANUARY 14, 2020
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.
Up Your Service
OCTOBER 16, 2018
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
DECEMBER 3, 2019
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.
Up Your Service
NOVEMBER 28, 2019
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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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.
Up Your Service
SEPTEMBER 22, 2018
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.
Up Your Service
APRIL 1, 2018
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.
Up Your Service
SEPTEMBER 7, 2017
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.
Up Your Service
MARCH 31, 2018
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.
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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!
Up Your Service
JANUARY 3, 2019
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.
Up Your Service
FEBRUARY 28, 2018
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!”
Up Your Service
DECEMBER 21, 2016
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.
Up Your Service
OCTOBER 19, 2015
“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.
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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!
Up Your Service
JUNE 20, 2018
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.
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