Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
Format: PDF / Kindle (mobi) / ePub
Uplifting Service is 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.
help you improve. And when you are ready for the highest levels of Service Benchmarking, invite the recognized leaders to come and benchmark you. Questions for Service Providers What can you learn by studying the service you receive from other people? What can you learn by studying the service culture in other organizations? Who delivers great service inside your organization? What can you do differently to follow their example? Questions for Service Leaders Who are you benchmarking now? What do
customers. This same supplier shares with you an outside perspective, industry information, and best-practice case studies you might have never seen. A personal example is the true friend who wants to know what’s been going on in your life—where you have been and where you are going—and shares the same about himself or herself with you. Explore means learning what other people want and need, what they hope for, and would be delighted to experience. What are their goals? What would be a great
means “create yes” by working together and reaching an agreement that works for both sides. Suppose you have chosen the book title you want at Amazon. Do you want the hard copy, paperback, or digital Kindle version? If you chose hard copy, where do you want the book delivered? If you ordered more than one item, do you want them delivered together, or shipped as soon as each one is available? How would you like to pay for your purchase? With PayPal? With a gift certificate, a coupon, or an
others in advance instead of others chasing you. Ship a package with any of the big courier companies, and the first thing they will do is scan the barcode. From that moment until the moment your package is delivered, you can easily track progress on its website, or receive updates on your phone or by email. You can always know where your package is, where it was, when it left, and where it’s going. Many customers value this information for the peace of mind it provides, even though it does not
Naiade Resorts, 93 Napier, Lanham, 129 National Eye Center, 128 National Trades Union Congress (NTUC), 42 See also NTUC Income Neutral, 234 Nokia Siemens Networks, 13, 35–36, 96–97, 145–147 Nordstrom, Todd, 5–6, 14, 17–18, 29, 44, 71, 191, 200, 253, 297, 298 Nordstrom stores, 18, 60, 178, 180, 232 NTUC Income, 42–53 creation of, 42 Engaging Service Vision, 97–98 expectations of, 43–44 purpose of, 42–43 revolution in, declaring, 49–51 Service Communications, 122 service leadership