UP! Your Service - Blog

On-Demand Webinar: Lessons for HR in Building a Service Excellence Culture

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What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture? And […]

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Human Resources: Take the Next Step Up and Serve the Customer

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You can watch this blog post on Video here. (8:35) Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents many […]

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Q&A with Ron Kaufman:
Harnessing the Power of Service in India through Human Resources

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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.

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