Ron Kaufman
Ron Kaufman
Ron Kaufman is the world's leading educator and motivator for uplifting customer service and building service cultures. Ron created UP! Your Service to help organizations gain a sustainable advantage by building uplifting service cultures. He is author of the New York Times bestseller "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet".
Can You Really Overhaul a Nation’s Customer Service Culture? Part Two
Click here to read Part One of this blog post Here's how nations and large organizations can engineer an Uplifting Service culture: Stay covered with…
Can You Really Overhaul a Nation’s Customer Service Culture?
In a harsh global economy, great service is the price of admission. Companies whose cultures aren't built around the ability and the willingness—no, the...
Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season – Part Two
Click here to read Part One of this blog post To Get Stuck on the Naughty List: Specialize in the run-around. Doing business with a…
Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season – Part One
Generally, companies try to stay on their best behavior all year long by applying these Customer Service Tips. But during this holiday season—with decked...
Why Your Customer Service Revolution Has to be Fast and Furious – Part Two
Click here to read Part One of this series… 1. Don't start only with customer-facing teams. Starting your service transformation with customer-facing team members might...
Why Your Customer Service Revolution Has to be Fast and Furious – Part One
You know you've got unhappy customers so you've decided it's time to do a complete service overhaul. You've spent hours with your C-level executives...
The 12 Building Blocks of Uplifting Service Culture – Part Two of Two
Read the first part of this blog post here. 7. Voice of the Customer. Key drivers of satisfaction at Microsoft include product quality, value for...
Say What? Five Quick Scripts for Responding to Customer Complaints
The last thing a customer with a complaint wants to hear you say is: "You're wrong." What they want to hear is that you...
Inside Job: Why Dealing with “Difficult” Colleagues Will Lead to Happier Customers
Too often, organizations promise satisfaction to external customers and then allow internal politics to frustrate their employees' good intentions to deliver. It's important to...
Airport Avatar Enters Brave New World of Customer Service
Travelers coming through the New York City area's three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren't...
The Power of Please & Thank You: Seven Ways to Be a Better Customer–and Get Better Service in Return
You start your morning running late and sprint into your local coffee shop for your morning cup of joe. As you breathlessly place your...
Train in Vain: Why is Your Customer Service Training Not Working?
In an age when a customer's unhappy experience with a company can go viral mere minutes after it occurred—and when customers regularly take to...
Seven Ways to Take Advantage of the Social Power of Your Satisfied (and Not-So-Satisfied) Customers
Today, we tweet about the latest books we've read. We let our friends know where we're eating lunch via Facebook. We Instagram pictures of...
Banking on Service: Seven Ways the Troubled Banking Industry Can Turn Itself Around
Recent news of JP Morgan Chase's $2 billion trading disaster provided yet another nail in the coffin of the banking industry's reputation. For many,...
The Death of Customer Satisfaction
Every day, a quarter of the world's population connects via Nokia Siemens Networks infrastructure, products, and solutions. The company serves telecommunications providers and partners...
A Challenge to Recognize Great Service
It was a busy intersection. My taxi was stopped at the light. Pedestrians walked in front us. Look to the left. I saw a young...
Want better service? Be a better customer!
When you give a great service, customers appreciate you more. When you give bad service, customers can be a pain in the neck. The...
What matters more? What you do, or how they feel?
"See the world from your customers' point of view" is a catchy and familiar phrase, but not always easy to accomplish. The world view...
Make the Shift from ‘Me’ To ‘We’
The most listened-to radio station in the world is WIIFM, which stands for "What's in it for me?" Some people throw this question like...
Think you know your customers? Think again!
Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue. Ask yourself...