UPLIFTING SERVICE
The Proven Path to Delighting Customers,
Colleagues and Everyone Else You Meet
“THE MOMENT: We are in a crisis of service. Global economies are transforming at record speed, and our populations are largely unprepared. Customers are angry and complaining. Service providers are irritated to the point of resentment and resignation. We face a service crisis, but how can that be?
We live in a world deeply connected by service. In business we have external customer service and colleagues providing internal service. In our communities we depend on government service, military service, and foreign service. Our personal lives are infused with medical, financial, and religious service.
Yes, service is everywhere. But there is a painful disconnect between the volume of service in our lives and the quality of service we experience with each other. We lack fundamental principles and actionable models for uplifting service. It doesn’t have to be this way.
THE BOOK: Uplifting Service – In this book, Ron Kaufman takes readers on a journey along a proven path into a new world of service. Through dynamic case studies, and perspective-changing insights, readers learn how the world’s best performing companies have changed the game in their industries through service — and how you too can successfully follow this path to uplifting transformation.
Introduction:
The Problem with Service Today
S E C T I O N O N E : WHY?
1 Journey into a New Culture
2 The Gateway to Possibility
3 The Proven Path
S E C T I O N T W O : LEAD
4 Taking the Lead
5 Leading from All Levels
6 The Journey to Magnificence
S E C T I O N T H R E E : BUILD
7 Common Service Language
8 Engaging Service Vision
9 Service Recruitment
10 Service Orientation
11 Service Communications
12 Service Recognition and Rewards
13 Voice of the Customer
14 Service Measures and Metrics
15 Service Improvement Process
16 Service Recovery and Guarantees
17 Service Benchmarking
18 Service Role Modeling
S E C T I O N F O U R : LEARN
19 Learning Takes Practice
20 The Six Levels of Service
21 Your Perception Points
22 The BIG Picture
23 Building Service Partnerships
24 Taking Personal Responsibility
S E C T I O N F I V E : DRIVE
25 Your Implementation Roadmap
26 Learning from Experience
27 More Than a Business Philosophy
So What’s the Solution?
“First, we must transform the outdated view that service to others makes us subservient, subordinate, or servile. Service is taking action to create value for someone else. And that is the essence of every successful business, organization, and career.
Uplifting service brings pride to service teams and increases service providers’ sense of fulfillment and satisfaction at work”.
What is technology’s role in providing superior customer service?
Technology has an essential role to play: liberating people to serve with the kind of creativity, concern and commitment that only humans can provide to one another.
Here is an example of Superior Customer Service in A Crisis
So all you Service Providers out there if you haven’t read this book then carve out time in your diary to do so.
There are many [free] resources available at http://www.UpYourService.com
Have fun delivering a superior service experience to your external and internal customers.
The Rene Carayol story is a very powerful practical example of What a Good Service Provider Looks Like.
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