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

by Ron Kaufman

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.

Product Details

ISBN-13:	9780984762590
Publisher:	Evolve Publishing
Publication date:	04/03/2012
Sold by:	Barnes & Noble
Format:	eBook
Pages:	280
File size:	1 MB

About 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.

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

Editorial Reviews

"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

From the Publisher