Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two

By Posted on 24 March 2015

Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.

Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.

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Three Course Leader Challenges (and How to Overcome Them)

By Posted on 10 March 2015

Are you a passionate but frustrated Course Leader? Here’s how to overcome it!

I recently asked a group of experienced UYS Course Leaders two questions:

1. “What is your biggest frustration as a Course Leader in your organization?”, and
2. “What are you going to do about it?”

Each person who answered this question had already facilitated more than 10 workshops for their colleagues.
Here are two of the stated frustrations, and constructive recommendations:

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Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One

By Posted on 10 March 2015

In this two-part blog series, I’ll provide tips on how you can strengthen your service team.

Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients.

We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.

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Nairobi to Shanghai: A World of Service

By Posted on 24 February 2015

When considering quality of service around the world, many stereotypes can be applied. We may think certain countries or cultures naturally excel at service, while others are very efficient but not very friendly. And we may even see some countries where service appears to be an altogether low priority. Yet while stereotypes persist – and may have basis in personal experience – I have accumulated more and more experience in countries across the globe, and everywhere I teach and travel, I observe 3 things we all have in common:

1. Service expectations are local.

How people understand and evaluate service, especially front line customer service, is based on the world they live in every day. We judge the service we receive by comparing it to our own experience. This everyday experience varies widely for people from Nairobi to Shanghai to Delhi to Seattle. Defining service excellence is relative to what we experience around us.

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4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part Two

By Posted on 15 February 2015

This article cites research in collaboration with Professor Jochen Wirtz. (Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service […]

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4 Rules for Getting It Wrong – and Getting It Right – in Building a Service Culture. Part One

By Posted on 10 February 2015

This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements […]

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Ron Kaufman Keynote Highlights LIVE in Denver Colorado

By Posted on 6 February 2015

Catch the highlights of Ron Kaufman’s keynote speech to the annual conference of True Value Hardware Stores. Making the connection between Service, and the delivery of True Value. Watch more Ron Kaufman Keynote Speeches now.

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Creating a Customer Focused Culture

By Posted on 20 January 2015

This article first appeared in Contact Center Pipeline, written by Susan Nash. Does your culture support the behaviors to deliver great service? There has been a lot of buzz lately about culture in the industry […]

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There is a Sense in India that Talent is Replaceable, and So Are Customers

By Posted on 17 January 2015

This article was first published by MINTASIA. Written by Preeti Dawra. Do cultures differ in how they define and deliver service? Different countries have different service standards and expectations. For example, Americans tend to be […]

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Helping Make the Cultural Shift in Large Organizations

By Posted on 17 January 2015

This article was first published by MINTASIA. Written by Preeti Dawra. Ron Kaufman on why companies whose cultures aren’t built around the eagerness to delight the customer won’t survive. few years ago, Air Mauritius struggled […]

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