Culture | July 1, 2014
ron kaufman and creating uplifting customer service experiences [podcast]
By o.c. tanner
In this session of the Great Work Insights Podcast, Todd Nordstrom speaks with Ron Kaufman, founder and chairman of Up! Your Service, a methodology that aligns, integrates and accelerates activity in three essential areas: Service Leadership, Service Education, and The 12 Building Blocks of Service Culture.
You will learn:
- About the proven approach that leads to an action-oriented culture empowering everyone to delight customers and colleagues with consistently uplifting service.
- The new customer service mindset that has the power to change an entire organization.
- Ron’s new definition of service, “It is taking action to create value for someone else.”
- Developing a genuine service attitude in life and the value of seeing “customer” as everyone else that is not “me”.
- Singapore’s economic shift, acclimation and growth in services.
- Singapore airport is the first and last impression of the country and how they were able to compete in a global marketplace from first flight.
- To build a powerful reputation and culture by providing an awesome customer service experience.
- Building a service curriculum with 6 levels of service:
- Criminal = broke a promise
- Basic = late, inaccurate
- Expected = industry standard
- Desire = serve the way they prefer
- Surprising = unexpected but appreciated
- Unbelievable = viral potential
- That competitively, you must continue to surprise and create unbelievable experiences, otherwise move down the 6 levels of service.
- How to enable and empower employees to exercise leadership in championing a customer’s concern or cause.
Links and Resources Mentioned:
- Connect with Ron Kaufman
- Learn more about The New York Times bestselling book Uplifting Service.
- Visit Up! Your Service and find hundreds of FREE helpful articles, audio and video clips.
Thank You For Listening!
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Listen to our first four episodes: