Ron Kaufman

Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season...

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 company should be a choice, not a chore. But unfortunately, many companies make receiving service very difficult for their customers.…

Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season...

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 halls, crowded malls, shrinking bank accounts, and frayed nerves—providing great service is even more critical than usual. Much like Santa,...

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 seem like the obvious move. But if your objective is to build an uplifting service culture, this approach can be...

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 crafting a strategic plan and making sure your i's are dotted and your t's are crossed. The idea is to...

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 money, security, accuracy, and speed of solutions. But that's not everything the company's customers and partners value. Microsoft carefully studies...

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 understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint. Here...

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 remember that your customers aren't the only ones who come through your organization's door every day seeking quality service. Your...

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 walking through the set of a science fiction movie. That's because the airports are introducing some high-tech help in the...

The Power of Please & Thank You: Seven Ways to Be a Better Customer–and...

You start your morning running late and sprint into your local coffee shop for your morning cup of joe. As you breathlessly place your order, you notice the barista doesn't smile at you. She utters a flat, "Here you go" as she hands you...

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 the Internet to publicize their great and not-so-great experiences—you understand the importance of superior customer service. Of course you do....

Seven Ways to Take Advantage of the Social Power of Your Satisfied (and Not-So-Satisfied)...

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 our latest purchases. We post reviews of the businesses we frequent on Yelp, TripAdvisor, and Angie's List. As consumers, many...

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 negligence is eye opening, but not because it's unexpected. It's simply hard to believe that yet another industry giant...

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 in every corner of the globe with more than 70,000 employees throughout 150 countries. This giant business-to-business company is a...

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 man walking toward the crosswalk, his cell-phone perched by his ear. He was obviously in a heated conversation. Look to…

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 other view is also true. When you are an appreciative and considerate customer, service providers will often serve you better....

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 of any other person is influenced by his or her past experiences, current concerns, future hopes and fears – not...

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 a trump card: answer with enough for me and you win my cooperation, but if I find your answer insufficient...

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 these questions, and then think again: Do you understand your customers'… Business: the dynamics of what they do, how they…

How Singapore is meeting a national service challenge

Singapore is a unique and extraordinary island. The country has no natural resources other than its people and location. It takes less than an hour to drive from one coast to the other yet this tiny city-state is home to the world's most awarded...

A timely lesson from Southwest Airlines. Do your employees see “The BIG Picture”, too?

Another company consistently in the news for providing great service, besides Amazon.com, is Southwest Airlines. Their inspirational hero pilot story made headlines across the globe last week. The best service isn't necessarily about getting a plane to depart on time or sticking to policy. In...

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