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Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet - Hardcover | Diverse Reads

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

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New York Times Bestseller Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You MeetWe 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.

ISBN-13: 9780984762507

Media Type: Hardcover

Publisher: Evolve Publishing

Publication Date: 08-07-2012

Pages: 318

Product Dimensions: 6.00(w) x 9.10(h) x 1.20(d)

Ron Kaufman, the founder of UP! Your Service, 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 two decades, 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 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