UP! Your Service - Blog

Use Technology to Enhance Customer Experience

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Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can use technology to enhance your […]

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Interview with CEO of Fiji Airways and Ron Kaufman, Chairman of UP! Your Service

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Enjoy this engaging and revealing interview with FIJI Airways CEO Andre Viljoen and Ron Kaufman, founder of the global education and consulting company, UP! Your Service.

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Introduction to The Implementation Roadmap and Service Culture Indicator

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The Service Culture Implementation Roadmap is a proven methodology to quickly upgrade service performance and build a service culture that grows stronger over time. Each of the five key elements in this approach is adapted […]

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Introduction to The 12 Building Blocks of Service Culture

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The 12 Building Blocks of Service Culture shape the environment, experience, and enthusiasm of your team. Working with UP! Your Service, we help you assess your current activities, select areas for improvement, and develop a […]

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Introduction to the Ten UP Service Excellence Principles

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UP! Your Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. This suite of powerful service improvement tools are easily customized to achieve […]

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Are you building powerful partnerships where you work?

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Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.

1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.

Are you building powerful partnerships where you work?

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Can Customer Service Be Improved By Closing Your Doors?

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Sometimes being closed is the best service of all. Around the world, businesses are choosing to stay open longer hours and more days. This includes retailers, banks, brokerages, call centers and service centers. Major holidays, […]

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The Most Popular Blog Posts of the Year (so far…)

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Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

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What’s behind Ron Kaufman’s most popular keynote speeches?

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In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.

You can enjoy a sampling of all three keynotes this five-minute compilation. Enjoy!

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How to Turn an Airline Flight Delay into Customer Loyalty

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Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders.

A couple of months ago, I was on the wrong side of that equation…

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