ron kaufman and creating uplifting customer service experiences [podcast]
By o.c. tanner in Culture, Great Work, O.C. Tanner Institute, and Podcast
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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