Service Leadership Workshops
Great Service Culture Begins with Aligned Service Leaders
Many senior leaders assume that service performance improvement only requires a frontline training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of senior leadership that is fully engaged to share the vision, and aligned with each other to remove roadblocks, reward success, and role-model excellent behavior.
We work closely with leadership teams to dramatically improve customer service performance and build a strong service culture as a sustainable advantage. Our Service Leadership Workshop details best practices from winning organizations in many industries around the world. This proven customer experience and customer service leadership workshop includes:
- overview of the Ten Service Excellence Principles,
- introduction to The 12 Building Blocks of Service Culture, and
- self-assessment on The Seven Rules of Service Leadership
The number of participants in your Service Leadership Workshop may vary from a small group (12-30) of your most senior leaders, or may expand to include a larger leadership and senior management team responsible for customer service, customer experience and service culture. Either approach can be highly effective in achieving your objectives, addressing your concerns, and improving the most important aspects of your organization’s service culture.
"Our leadership is impressed. Ron connects busy people, facilitates robust debate and provokes discussion with insightful questions."
— Nokia Siemens Networks
"I have witnessed and walked on this proven path and have seen the results that follow. Now is the right time for you and your customers to experience this uplifting transformation as well."
— Jagdish Ramaswamy
Chief Quality Officer
"We can see the change. Complaints are down, processes are improved and everyone is focused on raising the bar of service."
— Zulfiquar Sulaima
Chief Operating Officer
FGB (formerly FIRST GULF BANK)
"The results speak for themselves - YTD Month 10 Revenue Growth 32%, 53% Gross Profit Growth and 52% Net Profit Growth."
- Xerox Emirates
“The UP! Your Service methodology has changed the way we serve our customers and made a difference across the Singtel Group. It has helped us create a new level of service that our customers appreciate and recommend.”
Yuen Kuan Moon
Chief Executive Officer
“We saw a huge improvement in our NPS and Customer Effort Scores, which we attribute to results and changes from the UP! Your Service Program.”
Chief Customer Experience Officer
“The effects of the UP! Your Service program have been transformative. Our team members take greater pride in what they do, and customer response has never been better.”
Chief Sales & Marketing Officer
LUX* RESORTS & HOTELS
“We have embarked on a daring customer service program to challenge every staff member to deliver best in class service and reinforce a culture of respect across the company.”
Mr Louis Rivalland
Chief Executive Officer
SWAN GENERAL LTD
“Ron Kaufman has designed and delivered service improvement programs for our management, country offices, sales teams, ground staff, pilots and cabin crew. He helps us fly high!”
“The level of enthusiasm in our management (after your sessions) to 'Step Up Together' is simply awesome, and even with our Union leadership and Board Directors. Stepping up the service culture of all 2800 people in Air Mauritius would not be possible without your inspiring and practical leadership”
“Watch your culture transform and your perspective on service change forever. Ron Kaufman has unlocked the mystery of service. Get ready for a magnificent journey into a new world.”
Marshall Goldsmith, Bestselling Author of
What Got You Here Won't Get You There
“Our last meeting featuring Ron Kaufman was a great success. There was a tremendous level of energy in the room and everyone left with new tools and ideas to use in their businesses and personal lives.”
Gary Anzalone, CEO Club of New York City
Schedule Your Service Leadership Workshop
If you are interested in organizing a highly customized, in-house Service Leadership Workshop for your leadership team, please contact us today.