Ron Kaufman

This Simple Strategy Will Uplift Your Service Education

Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for their implementation of UP! Your Service (UYS) education. On...

Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two

In Part One, I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You’ll also need to find ways to help your employees sustain their...

How to Increase Productivity and Improve Service Simultaneously (and Easily)

Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines. These views may be common sense, but they...

Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One

In this two-part blog series, I’ll provide tips on how you can strengthen your service team. Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or...

4 Rules for Getting It Wrong – and Getting It Right – in Building...

(Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service revolution. Rule 3: Getting It Wrong A large software company engaged us to help improve service to customers and partners…

4 Rules for Getting It Wrong – and Getting It Right – in Building...

Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements will contribute to the success or failure of your service culture building program. Getting It Right means doing what...

Are You Hiring People with the Right Service Mindset?

Download the UP! Your Service Guide to Interviewing for Service Excellence – with 25 Revealing Interview Questions. Hiring a new person into your organization, or choosing someone to promote in your organization, is one of the most influential jobs of managers and leaders. Who you...

Human Resources: Take the Next Step Up and Serve the Customer

Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents many HR professionals from realizing their full value as contributors to the quality of a company’s external service. As HR...

How to Charge Higher Prices and Grow Market Share in a Price Sensitive Market

Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice. In this challenging market, one company consistently charges higher prices, but has also...

From 2nd Class to World Class in 24 months: How Air Mauritius achieved the...

Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched a bold attempt to achieve profitability and an impeccable service reputation in just two years. Their...

Involve Your Internal Service Providers from the Very Beginning

Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are the ones who buy your products and use your...

Launch from the Top Down and from the Bottom Up

When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to supervisors on the shop floor. This is why UP! Your...

Improving Service is a Journey that can be Engineered

Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have declared service as a top priority, align all other practices in the company to make it so. Top leaders who...

Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service...

In the World of Big Data, Old School Customer Service Never Goes Out of...

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...

Empathy or Compassion. What’s the difference, and which should you apply?

A key leaning point in the UP! Your Service methodology is your ability to cultivate ongoing relationships when someone else is struggling by “exercising compassion”. NIIT Technologies is an Indian-based company that is using the UP! Your Service methodology to improve customer experience and build...

A Glossary of Terms for Customers and Service

This Glossary of Terms was helpfully crafted by Arti Gupta.Customer Advocacy Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. It is a change in a company’s culture that is supported by customer-focused customer...

Top Twelve Quotes from the 2014 Smarter Services Executive Symposium in Boston

This unique annual event was a deep dive into the world of services, service providers, and field service engineers. The depth of sharing was impressive, as was the depth of expertise. I gave one keynote presentation and took fourteen pages of notes. Here are my...

8 Edgy Quotes and Notes to Gain a Customer Experience Edge

The recent Customer Experience Conference in New York was one of the best I have attended, so far. The speakers and ideas presented were world-class. Enjoy this collection of quotes and notes from The Conference Board’s annual event. 1. “Can you summarize your service strategy...

Delta Airlines Keeps Stepping UP!

Delta Air Lines is one of largest carriers in the world, with more than 80,000 employees, 250,000 passengers a day, and 5,000 daily flights touching six continents. Enjoy this one minute UPLIFTING video advert. UP. A short word, but it’s a tall order. Stand UP....

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