Nairobi to Shanghai: A World of Service
By Jeff Eilertsen 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.
Are You A Nice or Naughty Customer? Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return
By Surbhi Dedhia Posted on 17 December 2014
Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer service has taken a nosedive, you’re right, says Ron Kaufman—but there’s a lot you can do to change that. Read on for his tips for being a better customer.
Mushroom Soup and Service Excellence
By Jocelyn Low Posted on 16 December 2014
I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.
When I arrived at check-in, the staff member mentioned my name in a tone and style that made me like feel they had been waiting just for me. That felt good, especially after a long flight and drive to reach the destination.
Rewire Your Culture Around Service—and Fix Your Toughest Problems Once and for All
By Surbhi Dedhia Posted on 3 December 2014
Global service guru Ron Kaufman explains why rewiring your culture around meaningful service can create happy customers, engaged employees, and increased profitability in 2015. Here, he shares the seven rules of service leadership that will get you started.
Why Building a Strong Service Culture Answers CEO Top Challenges
By Jeff Eilertsen Posted on 28 October 2014
Each year The Conference Board publishes survey results of the Top CEO Challenges for global organizations. In 2014 the top four challenges are:
1. Human Capital
2. Customer Relationships
4. Operational Excellence
The Conference Board says business leaders are seeking to drive growth by “focusing on people, performance, reconnecting with customers, and reshaping the culture of work. They see a renewed commitment to customers, innovation, and the corporate brand.”
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.