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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Fiji Airways announces highest profit and highest customer satisfaction scores

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Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One to Take the Next Step UP!” Scroll down to the […]

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What Action Should I Take to Create More Value?

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 Service is taking action to create value for someone else. So which action should you take? You can take action in person, face to face, where you work, or where your customer works or […]

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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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4 Reasons Why Perception (vs. Process) Delivers Service Excellence

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In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing […]

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Is Smiling a Good KPI?

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“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving […]

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Nairobi to Shanghai: A World of Service

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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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Are You A Nice or Naughty Customer? Eight Ways to Be a Better Customer This Holiday Season—and Get Better Service in Return

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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.

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