uplifting service summary slides by ron kaufman

UPLIFTING SERVICEThe Proven Path to

Delighting Your Customers, Colleagues, and Everyone

Else You Meet

THE LEADER IN BUILDING SERVICE CULTURES

RON KAUFMANRon is one of the world’s most

sought-after educators, consultants, thought-leaders

and customer service keynote speakers on the topic of

achieving superior service.

Founder and Chairman of UP! Your Service.

For two decades, Ron helped organizations around the world

build cultures of upliftingservice that deliver

results year after year.

BESTSELLER

Read Free Chapters Now

Our world where everyone is educatedand inspired to excel in service

Visit UpYourService.com

Read NTUC Income Success Story

Read Singapore Airlines Success Story

Changi Airport54,000,000 visitors30% in transit only

1,400 staff34,000 employees200+ companies

Personalized, Surprising,

Stress-Free Service

Read Changi Airport Success Story

Do you havean Uplifting

Service Culture?Download Service Culture Assessment

Service is takingaction to create value

for someone else

Service ExcellenceService Culture

Are these related?

Service ExcellenceService Culture

Why work on these?

• Competitive Necessity• Rising Expectations• Internal Performance• Increased Profitability• Customer Loyalty

How do you buildan Uplifting

Service Culture?

ServiceLeadership

Service Culture Building Blocks

Actionable Service Education

Service Excellenceis taking the next step

UP to create more valuefor someone else

Service ExcellenceCulture exists whereeveryone puts thisto work every day

• Build a common service language• Upgrade service at every point of contact• Take responsibility for action• Translated and proven in 15 languages

Achieving Superior Service UYS Course 100

Contact UYS to Learn More

• Consistent presentation• Quality education• Engaging and effective• Flexible delivery• Cost savings

Video Driven Education

• Facilitate exercises• Encourage participation• Keep everyone on track• Customize exercises • Communicate feedback

Change Leaders Drive Application

Get Your Team Certified

• Take personal responsibility• New service ideas• New action steps• Better teamwork• Increased pride in work

Service ChampionsTake New Action

LeadershipAlignment

MiddleManagers

SeniorLeaders

Certified Course Leaders Internal Certification

ManagementEngagement

FrontlineService Staff

external & internal

Applicationand Action Steps

Measuring What Matters Ultimate Objectives

profitability, market position, shareholder value

Index Improvements significant change in measures and metrics

Positive Comments compliments and constructive feedback from customers, clients and colleagues

New Ideas and Action Steps Stepping UP! service improvements

EngagingServiceVision

ServiceStaff

Recruitment

NewStaff

Orientation

ServiceCommuni-

cations

ServiceRecognition& Rewards

Voiceof the

Customer

ServiceMeasures& Metrics

ServiceImprovement

Process

ServiceRecovery

& Guarantees

ServiceBench-marking

ServiceRole

Modeling

The 12 Building Blocks of Service Culture

CommonService

Language

Watch The 12 Building Blocks Videos

Key Questions: 1. What is in this Building Block? 2. Why is this important? 3. What if we do not have this? 4. How well are we doing right now? 5. What could we improve? 6. What is our next step UP?

The 12 Building Blocks of Service CultureTM

ServiceLeadership

The 7 Rules of Uplifting Service

Leadership

ServiceLeadership

1. Declare service a top priority2. Be a great role model (walk the talk)3. Promote a common service language4. Measure what really matters5. Enable and empower your team6. Remove the roadblocks to service7. Sustain focus and enthusiasm

Watch and Share “7 Rules” Video

Service Culture Implementation Roadmap

0 - - - - - - - - - - 3 - - - - - - - - - - 6 - - - - - - - - - - 9 - - - - - - - - - - - - - 12

Leadership Alignment

The 12 Building Blocks

Steering Committee

System & Process Integration

Plan Your Implementation Roadmap

Conscious

Competent

Unconscious

Don’t serve well and don’t know it.

Serve well in a culture of service.

Don’t serve well and know it.

Serve well and know it.

Application of Service PrinciplesCulture Building Program

Arrange A Workshop for Your Leadership Team

Watch & Share Videos on YouTube

Connect with Ron Kaufman on LinkedIn

Visit UP! Your Service on Facebook

Send a Compliment for Uplifting Service

Thank you for youractive participation.

We look forward to hearingfrom you and to seeing

you again soon.

uplifting service summary slides by ron kaufman

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