Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet [NOOK Book]

Overview

A breakthrough book that will surprise, delight, and uplift you,your organization, and your team. Ron Kaufman takes you on a journey into the new world of service. Through dynamic case studies and best-practice examples, you will learn how the world’s leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
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Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

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Overview

A breakthrough book that will surprise, delight, and uplift you,your organization, and your team. Ron Kaufman takes you on a journey into the new world of service. Through dynamic case studies and best-practice examples, you will learn how the world’s leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
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Editorial Reviews

From the Publisher
"Ron Kaufman has pinpointed a massive wound in society, and offers a strategy on how to uplift the world around us. For mankind, it's transformational. For business, it's a clean and clear path to a sustainable competitive advantage. This book is long overdue, and will certainly create a legendary shift." --Thomas Moran, Director, Customer and Partner Experience, Microsoft Operations

"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

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Product Details

  • ISBN-13: 9780984762590
  • Publisher: Evolve Publishing
  • Publication date: 5/17/2012
  • Sold by: Barnes & Noble
  • Format: eBook
  • Pages: 352
  • Sales rank: 357,781
  • File size: 2 MB

Meet the Author

Ron Kaufman is the world’s premiere thought-leader, educator, and motivator for uplifting customer service and building service cultures. Ron is a columnist at Bloomberg Businessweek and he has been featured in The Wall Street Journal, The New York Times, and USA Today. With powerful insights from working with clients all over the world in every major industry for more than twenty years, Ron is an inspiration to leaders and managers in his high content, high energy speeches and impactful, interactive workshops. He is rated one of the world’s “Top 25 Who’s Hot” speakers by Speaker Magazine. Ron is the author of Uplifting Service and 14 other books on service, business and inspiration. He is passionately committed to uplifting the spirit of service worldwide.
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Table of Contents

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

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Customer Reviews

Average Rating 5
( 23 )
Rating Distribution

5 Star

(21)

4 Star

(1)

3 Star

(1)

2 Star

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1 Star

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See All Sort by: Showing 1 – 20 of 23 Customer Reviews
  • Posted May 18, 2012

    Uplifting Service offers an action-oriented, and realistic app

    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.

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  • Posted May 17, 2012

    A great look at how to please customers, and create a positive b

    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.

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  • Posted May 22, 2012

    Paramount to Education

    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

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  • Posted May 21, 2012

    This book will teach you the secrets of remarkable customer serv

    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!

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  • Posted May 21, 2012

    Absolutely worth reading!

    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.

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  • Posted May 21, 2012

    A refreshing look at service, and the power it has to transform

    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  No   Report this review
  • Posted May 21, 2012

    What a truly uplifting way to view service. Ron's commitment to

    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!


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  • Posted May 21, 2012

    This book is your vehicle to a successful service culture!

    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.

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  • Anonymous

    Posted May 20, 2012

    Kaufman presents years of experience and research to give busine

    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!

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  • Posted May 20, 2012

    A must read for leaders!

    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!

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  • Posted May 20, 2012

    Every business must strive to meet the needs of customers, but h

    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  No   Report this review
  • Anonymous

    Posted May 20, 2012

    Ron's new ideas will capture your attention and challenge your t

    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!

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  • Anonymous

    Posted May 20, 2012

    I hadn't even considered the wide scope service plays in our liv

    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.

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  • Anonymous

    Posted May 20, 2012

    This is a book whose time has certainly come. Real service come

    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!

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  • Anonymous

    Posted May 20, 2012

    Even if you think you have the customer service aspect of your b

    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.

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  • Anonymous

    Posted May 20, 2012

    Useable advice, from someone with the wisdom and experience you

    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!

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  • Posted May 20, 2012

    No matter what line of business you're in, if you interact with

    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!

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  • Anonymous

    Posted May 20, 2012

    Fantastically positive reading! This book will make you reasses

    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!

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  • Posted May 20, 2012

    A very worthwhile book!

    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!

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  • Posted May 18, 2012

    I have been following Ron Kaufman for years. Like a great story

    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....

    Was this review helpful? Yes  No   Report this review
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