Uplifting Service : The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
Overview - "Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet"We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. Read more...
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More About Uplifting Service by Ron Kaufman
"Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet"We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful cliches like "the customer is always right."With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren't we doing it better? "New York Times "bestselling author Ron Kaufman knows the answer to this question, and not only believes we can do it better, but shows us how. In "Uplifting Service" he takes you on a journey into a new world of service that is guided by fundamental principles and actionable models. After more than two decades helping leaders transform their service cultures, Kaufman has discovered that while each successful team is different, the architecture they apply to build an uplifting service culture is the same.
In this "New York Times, USA Today, "and Amazon.com bestselling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective-changing insights and case studies, you will learn how the world's best performing companies have changed the game through service--and how you too can follow this proven path to an uplifting transformation.
Publishers Weekly Reviews
Publishers Weekly® Reviews
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Ron Kaufman, founder of UP! Your Service, makes a convincing case for the importance of customer service in this step-by-step guide for businesses. The author defines service as "taking action to create value for someone else," and believes in its power to uplift and inspire. He examines the current state of customer service and provides concrete advice for transforming the industry, including questions for service leaders and providers at the end of select chapters. Yet for all of Kaufman's experience dealing with large companies, he gives the impression that he has never spent much (if any) time as a lower level employee. One of his examples for employee recognition is a certificate whose design closely resembles what a kindergarten student might get for perfect attendance, complete with a smiling sun. The anecdotal stories and parables at the beginning of many chapters have a similarly juvenile feel; one of the final chapters begins with the tale of Karen, a little girl who burns herself playing with matches. At moments like those, it is hard to believe this is a book written for educated business professionals. Yet Kaufman's relentlessly positive attitude and focus on creating value for others is refreshing in today's economic climate. (May)