Q&A with Ron Kaufman:
Harnessing the Power of Service in India through Human Resources
By Surbhi Dedhia Posted on 30 September 2014
Q: In your opinion, what are some key differences in Indian service culture compared to global practices?
A: The volume of people in India both – as service providers and customers – has an impact on the way people think about service in the country. With such an enormous number of available people, there is a common sense that talent is replaceable, and customers are, too.
So employers, don’t put as much effort into attracting, keeping and growing their employees as their counterparts do in other developed countries. There seems to be an ease or an acceptance that people come and go…and someone new is always coming. But over a long term the danger of this view is that people do come and go, and the human resource department focuses on getting more on new hires rather than retaining the best people as colleagues.
A similar problem exists in relation to providing customer service. With so many people to serve as potential customers, companies don’t put in
as much effort to retain the loyalty of those they have. Continuous customer churn tends to be the norm, while providing truly excellent customer service is the rare exception.
Should a low-cost airline be tagged with "service"?
By Mandeep Chahel Posted on 9 May 2014
A recent article in Businessweek caught my eye. Titled “Most-hated airline is also the most profitable”, the author states, “…the low-cost model rightly treats airfare as a utility. There really does not need to be a service component attached to consuming airfare.”
I believe this point of view incorrect. There IS a service component in airfare…and in every other form of service or product delivered throughout the world.
Let’s explore this together.
Empathy or Compassion. What’s the difference, and which should you apply?
By Ron Kaufman Posted on 3 May 2014
NIIT Technologies is an Indian-based company that is using the UP! Your Service methodology to improve customer experience and build a service culture where new ideas deliver more value.
A new group of NIIT Certified Course Leaders recently explained that their leadership training focuses on empathy, not compassion. “What is the difference between empathy and compassion”, they asked. “And which should we apply?”
Have you built a great Course Leadership TEAM?
By Mandeep Chahel Posted on 8 April 2014
Good Course Leaders know the importance of preparation. Good Course Leaders also know the importance of the application – linking the learning to action, and the action to business impact.
Good Course Leaders take pride in high feedback scores and evaluations. And good Course Leaders also take time, regularly, for self-reflection and “in the mirror” evaluation.
You may be very skillful on your own, but your company’s culture-building program will only be successful if you connect and thrive as a TEAM.
9 Quick Questions to Improve Your Internal Service
By Jeff Eilertsen Posted on 19 March 2014
Here are 9 quick questions to ask to improve the internal service you provide. These questions are so effective you can use them today and see valuable results tomorrow. In a world filled with online surveys and lengthy questionnaires, this simple questioning process can produce both great ideas and motivate employees in less than 30 minutes.
Why is Uplifting Service so important right now?
By Ron Kaufman Posted on 6 March 2014
Service is no longer a “nice to have”. It has become an absolute commercial necessity. In the past, giving good service was a merely a hygiene factor, something you must provide to avoid getting complaints and to keep the customers you’ve already got.
Five Major Mistakes to Avoid in 2014
By Ron Kaufman Posted on 23 December 2013
2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.
Take a Service Action that Starts a Chain Reaction
By Ron Kaufman Posted on 8 September 2013
What if our measure of success was not just doing our job and getting things done, but working right through the person we are serving now to touch the very next person they meet?
Surely this is a bigger task than is written in your job description. And it’s not likely to be captured in your KPIs or your bonus plan. Then, if it’s not mandatory or measured, why put in this extra effort? Why should you care about the next person your customer or colleague sees, or says hello to, or serves? The answer to this question is simple: at some point, the next person down the line is YOU.
Growing Your Business with Service Recovery
By Ron Kaufman Posted on 7 August 2013
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.
1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.
No One Ever Hung A Suggestion Box Hoping It Would Be Ignored
By Ron Kaufman Posted on 17 July 2013
It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.
Now imagine a staff suggestion program that captures attention with a different service challenge and a different form of recognition every month:
January: Submit your best ideas for welcoming our new customers. Winners celebrate with dinner for two at a fancy restaurant.