UP! Your Service - Blog

The 10 Essential Abilities of a Service Excellence Workforce

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The world of work has changed. Every person must continuously add value, not only to the work itself, but to the experience our customers have with our work. How well we do at creating and […]

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Your employees don’t care about service targets. And here’s why!

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Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)

Increasingly, compensations and appraisals are now being tied to % improvements in service indexes.

Here’s the problem:

Employees don’t live in the world of index improvements. Many may not even understand it.

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Building Your Service Culture

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The CEM Telecoms Conference speaks with Jeff Eilertsen, UP! Your Service VP Client Success, to learn how companies can optimize service efficiency while also improving customer experience. Learn how you can achieve these goals simultaneously […]

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Five Problems to Overcome When Building a Superior Service Culture

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Watch Ron Kaufman speak about overcoming these five roadblocks (5 minutes) Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true […]

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Three Course Leader Challenges (and How to Overcome Them)

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Are you a passionate but frustrated Course Leader? Here’s how to overcome it!

I recently asked a group of experienced UYS Course Leaders two questions:

1. “What is your biggest frustration as a Course Leader in your organization?”, and
2. “What are you going to do about it?”

Each person who answered this question had already facilitated more than 10 workshops for their colleagues.
Here are two of the stated frustrations, and constructive recommendations:

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Rewire Your Culture Around Service—and Fix Your Toughest Problems Once and for All

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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.

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Why Building a Strong Service Culture Answers CEO Top Challenges

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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
3. Innovation
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.”

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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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Launch from the Top Down and from the Bottom Up

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When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to […]

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Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

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Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a […]

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