Want a NOOK? Explore Now
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 clichés 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.
"Uplifting Service is a much needed breath of fresh air for our troubled times. Service authority Ron Kaufman has distilled his global perspective into a blue print for delighting customers. This is a critical skill now that social media has amplified customer's voices many times over. If you have customers you must read this now." --Stephen M. R. Covey and Greg Link, Bestselling Authors of Smart Trust
"Read this book, apply the steps. Watch your culture transform and your perspective on service change forever. Ron Kaufman has unlocked the mystery of service. Get ready for a magnificent journey into a new world." --Marshall Goldsmith, Bestselling Author of What Got You Here Won't Get You There
"Uplifting Service gets to the bottom of what every great business should be, and then uplifts it. Ron's message is timely and the architecture he provides for building a service culture is timeless. This is a necessary book for every business." --Ann Rhodes, Executive Vice President of Jet Blue and Bestselling Author of Built on Values
"Uplifting Service is one book every leader must read and every service provider should embrace as their guide. Read it, apply it, and then recommend your customers read it. This book will immediately elevate the value of your relationships. I have witnessed and walked on this proven path and have seen the results that follow. Now is the right time for you and your customers to experience this uplifting transformation as well." --Jagdish Ramaswamy, Chief Quality Officer, Wipro
"When it comes to delivering world class service, Ron Kaufman understands two things. First, providing exemplary service is an organization-wide, all hands process, not just smiles over the phone or isolated heroics. Second, he understands how to help organizations internalize this service paradigm until it becomes part of their DNA and their customer loyalty soars. In Uplifting Service, Ron provides a proven and practical roadmap for making this happen." --Richard Whiteley, Bestselling Author of Customer Driven Growth
"Uplifting Service reveals the 'big picture' and the power of service today. Ron Kaufman gives every company the tools to build a client base of Raving Fans!" --Ken Blanchard, New York Times Bestselling Author of The One Minute Manager and Gung Ho!
"I've seen the corporate landscape evolve. And I've seen many aspects remain static - unchanged but not unchangeable. Ron Kaufman shows us how we can evolve with his book, Uplifting Service. This is the ultimate goal: to elevate and rise above yesterday." --Warren Bennis, Bestselling Author of Still Surprised: Memoir of a Life in Leadership
"In Uplifting Service, Ron Kaufman convincingly reveals why the right kind of service can transform your business, and he also provides a detailed and easy-to-follow blueprint. Every CEO, manager and employee who provides service to others should not only read this book, but use it as an ongoing reference." --Adrian Gostick and Chester Elton, Bestselling Authors of The Carrot Principle and All In
Preface A Personal Path to Service ix
Introduction: The Problem with Service Today xix
Section 1 Why?
1 Journey into a New Culture 3
2 The Gateway to Possibility 15
3 The Proven Path 27
Section 2 Lead
4 Taking the Lead 41
5 Leading from All Levels 57
6 The Journey to Magnificence 73
Section 3 Build
7 Common Service Language 89
8 Engaging Service Vision 95
9 Service Recruitment 103
10 Service Orientation 111
11 Service Communications 119
12 Service Recognition and Rewards 125
13 Voice of the Customer 131
14 Service Measures and Metrics 139
15 Service Improvement Process 151
16 Service Recovery and Guarantees 159
17 Service Benchmarking 175
18 Service Role Modeling 187
Section 4 Learn
19 Learning Takes Practice 197
20 The Six Levels of Service 203
21 Your Perception Points 211
22 The BIG Picture 225
23 Building Service Partnerships 237
24 Taking Personal Responsibility 257
Section 5 Drive
25 Your Implementation Roadmap 269
26 Learning from Experience 281
27 More Than a Business Philosophy 297
Author's Acknowledgments 303
Index 307
Tools for Your Journey 320
Join the Uplifting Service Community 322
About UP! Your Service 324
Meet Ron Kaufman 325
MartinT
Posted May 18, 2012
Uplifting Service offers an action-oriented, and realistic approach to customer service. It is the type of learning that will improve not only customer relationships, but the relationship between employees.
I enjoyed the personal view Ron takes on service, and the examples he shares from his own life. Who knew Frisbees could lead to such a great adventure?
The book is easy to read, and comprehend, and the ideas are immediately applicable. You won't view the idea of pleasing customers the same after reading this!
1 out of 1 people found this review helpful.
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.FlorinS
Posted May 17, 2012
A great look at how to please customers, and create a positive business culture through service! I was impressed at how much energy and insight Ron brings to this subject. The most inspiring aspect of the book is his ability to see what people are truly capable of, and to use this gift to create a dynamic customer service plan. Among other points, he takes a close look at why leaders must be responsible for the energy of the group they lead to ensure the direction they are headed in. Excellent reading for any business leader!
1 out of 1 people found this review helpful.
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.TeresaAP
Posted May 22, 2012
Uplifting Service is a “must read” for every parent, aspiring teacher, classroom teacher, school principal, and district superintendent who cares about creating school communities that uplift their children, families, and employees.
Ron Kaufman’s work is paramount to transforming the way we think about our Public Service of Education in America. K-12 educational system needs to recognize that studying and teaching ‘service’ is key to everyone’s success and our collective future.
“Service is your dedication to caring about other people, secure in the knowledge that you get more for yourself when you create for others what they appreciate, respect, and value”. ~Ron Kaufman
TimothyM
Posted May 21, 2012
This book will teach you the secrets of remarkable customer service. Ron brings new ideas to the table for establishing a culture based on service that is fan-worthy, and comes from within. I heartfelt, and useable plan to help your company evolve, and meet the needs of today's customer!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.KrisKKG
Posted May 21, 2012
This is the most unique book on customer service I have ever read. Ron's unprecedented look at how to produce amazing service through enabling others is a brave new concept that makes a great deal of sense. He shares how simple ideas such as playing a part in ensuring that everyone has exactly what they need, can make a remarkable difference anywhere from the Frisbee field to the boardroom. Take the time to read Uplifting Service, and discover what the mindset of service is really about.
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anna36
Posted May 21, 2012
A refreshing look at service, and the power it has to transform business structure, and even lives. This is an opportunity for anyone who provides service to find a greater sense of purpose and passion in what they do for others!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.MegPieMP
Posted May 21, 2012
What a truly uplifting way to view service. Ron's commitment to helping businesses and people learn the value of lifting up others in a way that benefits themselves as well. His ideas are based in some very basic concepts, but the affect they have is immeasurable.
What you will certainly find is that Ron Kaufman's view of the world is unique and full of hope. He was taught to find the value in others at an early age, and this learning shaped his unique vision of the power of lifting people up. I found it a motivating and inspiring read, and would recommend it for anyone who appreciates the concepts of those that make a difference!
BRANDIP
Posted May 21, 2012
Customer's today demand more than ever before and the company that understands exactly how to manage service will be the company that succeeds. This is why the information presented in Uplifting Service is so unexpected. It uncovers the secrets to building better relationships, and finding fulfillment through true service. It will have an impact on those who read it both professionally and personally.
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anonymous
Posted May 20, 2012
Kaufman presents years of experience and research to give businesses a sound strategy for customer service. With insight and clarity he shows how to successfully breed the spirit of service within an organization for amazing results!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Becca34RH
Posted May 20, 2012
Ron Kaufman has presented a remarkable guide map to achieving more than the typical customer service experience. It is a plan that fosters loyalty, and communication among customers and employees alike.
Even customer service that delivers what is promised can lack a certain impressiveness. That's what makes Uplifting Service such a great plan to follow for SUPERIOR service instead!
TERRI322
Posted May 20, 2012
Every business must strive to meet the needs of customers, but how many really accomplish this on a deeper level? The answers are here in Uplifting Service. Follow along as Ron Kaufman explains service in a way that will both challenge and uplift YOU!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anonymous
Posted May 20, 2012
Ron's new ideas will capture your attention and challenge your thinking. He tackles one of the most important elements of a successful business with candor and advice we should all follow, even in our everyday lives. He shares incredible insights into the world of customer service, and the concept of service. It is a book that inspire you to create a plan that will leave everyone a winner!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anonymous
Posted May 20, 2012
I hadn't even considered the wide scope service plays in our lives until reading Uplifting Service. Ron does an excellent job of showing how much service impacts us every step of the way, from birth till death. What a difference it would make in the lives of everyone then if they were to read this book on the power of service, and use it to enrich the lives of others.
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anonymous
Posted May 20, 2012
This is a book whose time has certainly come. Real service comes from a love of service, not just from getting the job done. Ron has collected insight from around the globe to present this brilliant look at creating a thriving service culture. This is a must-have for any business library!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anonymous
Posted May 20, 2012
Even if you think you have the customer service aspect of your business under control, Uplifting Service will impress you with its insight into human behavior, and the immeasurable impact a successful service culture can have on everyone involved. For insight into creating lasting and loyal relationships with customers and employees alike, read Uplifting Service.
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Anonymous
Posted May 20, 2012
Useable advice, from someone with the wisdom and experience you need to create an amazing service culture that out shines the competition! It is a quick and easy read, yes holds a lesson that will stay with you, even outside of the workplace!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.JD08
Posted May 20, 2012
No matter what line of business you're in, if you interact with people, this book could have an enormous impact on how you view service. Mr. Kaufman hits the nail on the head with this enlightening read about the true meaning of service, and how to integrate these beliefs into the culture of any business.
When it comes to books on customer service, this is one of the best I've ever read because of the way it includes the human element, and not just some step-by-step guide to keeping customers happy. Read it, and share it!
Anonymous
Posted May 20, 2012
Fantastically positive reading!
This book will make you reassess your entire customer service strategy! It provides a sold framework for creating a culture based more than just supplying the customer for what they asked for. It is a new look at how to improve business, and improve the world around us!
BNBCNG
Posted May 20, 2012
I enjoyed this book not only for its business sense, but for its realistic, and sincere look at human nature, and what we can accomplish when we are in the right frame of mind! Beyond simply good customer service, Ron presents a plan that will completely change the way your company views service and its role within the organization as well as with the customer. Highly recommend!
Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.Andeeme
Posted May 18, 2012
I have been following Ron Kaufman for years. Like a great storyteller, Ron takes a deep subject - that of service - and presents it in a way that is easy to read, to comprehend, and put into action. Who should read this book? Anyone. Service is not just for employees who deal with customers. Service is for you and me, and the way we treat others... the way we communicate... the desire to provide value to another person. Service can be brought to your relationships, your community, your work.
The book is an easy weekend read, but it will give you plenty to think about for weeks (or longer!) afterwords....
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. But when it comes to building a strong service culture, the path to success is usually ...