This is our key initiative to create excellent service experiences for external customers and internal colleagues."
Facebook
Twitter
LinkedIn
Google Buzz
MySpace
Reddit
Live
Stumbleupon
Technorati
Delicious
G Bookmarks
Digg
Customer Service Training Video
Why is it called UP Your Service! College? There is a good reason!
Duration: 2:06
UP Your Service! College is a provocative name and was chosen for good reasons. Ron explains what each word means and why we put them all together.
Customer service training or service education. What's the difference?
Duration: 1:13
Training requires clear instructions and delivers consistent service. Education builds a workforce that can think, decide and act in a variety of service situations.
Fundamental service principles lead to a common service language
Duration: 3:03
Fundamental service principles apply to everyone from leaders to frontline staff. This improves communication between internal and external service providers.
Five essential problems to overcome when building a service culture
Duration: 5:07
Ron discusses five common problems organizations face: training (only), lack of alignment, fragmentation of effort, legacy practices and attitude issues at the top.
Culture Building Block #1: a Common Service Language
Duration: 1:59
When everyone uses a common service language, it becomes much easier for staff to communicate with each other and better for your customers too.
Get better results through alignment of effort, not through greater effort!
Duration: 1:02
You don't have to work harder to build a superior service culture. But you do have to align your efforts to harness the power of what you are already doing.
What is technology's role in providing superior service?
Duration: 1:46
Technology has an essential role to play: liberating people to serve with the kind of creativity, concern and commitment that only humans can provide to one another.
What makes the UP! Your Service approach so effective?
Duration: 3:42
UP! Your Service takes a serious view of the fundamentals and architecture needed to engineer a superior service culture. Ron explains why this works.
Your middle managers can make or break a superior service culture
Duration: 2:52
Why do middle managers deserve so much attention when you build a superior service culture? Because these team members hold a key to your success.
Service culture is not only for retail and hospitality companies. It's for you!
Duration: 5:53
What is the foundation for a sustainable competitive advantage across industries? Ron discusses the impact service culture brings to every B2B and B2C industry.
How do you build and sustain a superior service culture?
Duration: 4:11
Ron explains what it means to "Build a Superior Service Culture", and how this process can become real and effective for your organization.
How can you make the best of your existing culture even stronger?
Duration: 0:57
Building a superior service culture can take the best elements of your existing culture - values, practices and make them even stronger.
Email
LinkedIn