ron kaufman and creating uplifting customer service experiences [podcast]

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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:
      1. Criminal = broke a promise
      2. Basic = late, inaccurate
      3. Expected = industry standard
      4. Desire = serve the way they prefer
      5. Surprising = unexpected but appreciated
      6. 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

Website | Twitter | Facebook | LinkedIn | YouTube

Thank You For Listening!

What’d you think of today’s show? The conversation continues in the comments below. Be sure to leave your great insights. 

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