News and Media


Service in the Face of Crisis

HOW TO TURN DISASTERS INTO CUSTOMER SERVICE WINS

Ron Kaufman discusses a few Uplifting Service best practices that can help travel agents provide impeccable service to their clients—even, and especially, when facing a crisis.

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Customer Service Innovations

AIRPORT AVATAR ENTERS BRACE NEW WORLD OF CUSTOMER SERVICE

Travelers coming through the New York City area’s three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren’t walking through the set of a science fiction movie. That’s because the airports are introducing some high-tech help in the form of “Ava”—a life-sized, computer-generated female avatar. She’ll provide answers to airport patrons’ common questions.

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How Service Training Falls Short

TRAIN IN VAIN: WHY YOUR CUSTOMER SERVICE TRAINING MAY BE MISSING THE MARK

In an age when a customer’s unhappy experience with a company can go viral mere minutes after it occurred – and when customers regularly take to the Internet to publicize their great and not-so-great experiences – you understand the importance of superior customer service. Of course you do. That’s why you budget hundreds of thousands of dollars for customer service initiatives and put new and old employees through regular training. So why are the results only average?

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Be Agreeable Without Groveling

SAY WHAT? FIVE QUICK SCRIPTS FOR RESPONDING TO CUSTOMER COMPLAINTS

The last thing a customer with a complaint wants to hear you say is: "You're wrong." They want you to understand and appreciate them. Ron Kaufman shares five scripts you can use to respond to customer complaints effectively.

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Eight Secrets of Superior Service

SERVICE MATTERS MOST: ESPECIALLY IN CHALLENGING TIMES

As the wind of economic cycles blows hard, some managers try to contain costs by cutting corners on customer service. This is the wrong thing to do. Giving good service in tough times makes good business sense. In this interview, Ron Kaufman shares eight proven principles organizations can use.

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More Than a “Botak Ang Moh”

THE SPIRIT OF RON KAUFMAN

In this interview, Ron Kaufman talks about his contribution to design and launch a national service education program in Singapore.

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Customer Service and Creativity

CHANGE IN SERVICE MINDSET NEEDED: TRAINING IS NOT ENOUGH, STAFF NEED TO THINK CREATIVELY TO APPLY WHAT THEY HAVE LEARNT

Training is not enough, a staff needs to think creatively to apply what they have learned. This method allows them to react effectively and creatively to different people, and scenarios. Ron Kaufman shares why building a service culture will naturally add value to customers.

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Service’s Untiring Advocate

THIS WAY UP!

In this interview, Ron Kaufman shared his passion for customer service education, and his determination to spread the Uplifting Service message effectively to make the world a better served place.

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The Missing Element in Education

THE ONE THING YOU DIDN’T LEARN: IF WE WANT OUR EMPLOYEES TO DELIGHT OUR CUSTOMERS, WE HAVE TO TEACH THEM HOW

Inside many of the world’s most respected companies, employees receive skills training, safety training, communications training, and all sorts of educational opportunities. These are all important components of employee development, but where is service?

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Bad Service? Share the Blame.

EIGHT WAYS TO RECEIVE BETTER CUSTOMER SERVICE

A look at why good customer service sometimes starts with the customer and how you can use your power as a consumer (and a bit of old-fashioned kindness) to improve your service experiences.

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