uplifting service summary slides by ron kaufman
TRANSCRIPT
© UP! Your Service www.UpYourService.com
UPLIFTING SERVICEThe Proven Path to
Delighting Your Customers, Colleagues, and Everyone
Else You Meet
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
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.
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BESTSELLER
Read Free Chapters Now
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Our world where everyone is educatedand inspired to excel in service
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Visit UpYourService.com
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Read NTUC Income Success Story
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Read Singapore Airlines Success Story
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Changi Airport54,000,000 visitors30% in transit only
1,400 staff34,000 employees200+ companies
Personalized, Surprising,
Stress-Free Service
Read Changi Airport Success Story
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Do you havean Uplifting
Service Culture?Download Service Culture Assessment
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Service is takingaction to create value
for someone else
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
Service ExcellenceService Culture
Are these related?
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
Service ExcellenceService Culture
Why work on these?
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
• Competitive Necessity• Rising Expectations• Internal Performance• Increased Profitability• Customer Loyalty
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
How do you buildan Uplifting
Service Culture?
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
ServiceLeadership
Service Culture Building Blocks
Actionable Service Education
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Service Excellenceis taking the next step
UP to create more valuefor someone else
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
Service ExcellenceCulture exists whereeveryone puts thisto work every day
THE LEADER IN BUILDING SERVICE CULTURES
© UP! Your Service www.UpYourService.com
TM
• 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
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• Consistent presentation• Quality education• Engaging and effective• Flexible delivery• Cost savings
Video Driven Education
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• Facilitate exercises• Encourage participation• Keep everyone on track• Customize exercises • Communicate feedback
Change Leaders Drive Application
Get Your Team Certified
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• Take personal responsibility• New service ideas• New action steps• Better teamwork• Increased pride in work
Service ChampionsTake New Action
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LeadershipAlignment
MiddleManagers
SeniorLeaders
Certified Course Leaders Internal Certification
ManagementEngagement
FrontlineService Staff
external & internal
Applicationand Action Steps
Actionable Service Education
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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
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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
TM
Watch The 12 Building Blocks Videos
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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
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ServiceLeadership
The 7 Rules of Uplifting Service
Leadership
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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
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Service Culture Implementation Roadmap
0 - - - - - - - - - - 3 - - - - - - - - - - 6 - - - - - - - - - - 9 - - - - - - - - - - - - - 12
Leadership Alignment
Actionable Service Education
The 12 Building Blocks
Steering Committee
System & Process Integration
Plan Your Implementation Roadmap
© UP! Your Service www.UpYourService.comIncompetent
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
Actionable Service Education
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Arrange A Workshop for Your Leadership Team
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Watch & Share Videos on YouTube
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Connect with Ron Kaufman on LinkedIn
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Visit UP! Your Service on Facebook
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Send a Compliment for Uplifting Service
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Thank you for youractive participation.
We look forward to hearingfrom you and to seeing
you again soon.
THE LEADER IN BUILDING SERVICE CULTURES