Ron Kaufman Up Your Service Light

The Secrets of Superior Service Culture
Ron Kaufman
UP! Your Service UpYourService.com
The Secrets of Superior Service Culture

Bringing Together
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A free signed copy for you! Please collect your book at the end of this session at the front exit. Thank you!
UP! Your Service
UpYourService.com
UP! Your Service
UpYourService.com
UP! Your Service
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UP! Your Service
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Why Build an Uplifting Service Culture?

1. Competitive Necessity
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1. Competitive Necessity 2. Rising Expectations
UP! Your Service
UpYourService.com
1. Competitive Necessity 2. Rising Expectations 3. Human Performance
UP! Your Service
UpYourService.com
1. Competitive Necessity 2. Rising Expectations 3. Human Performance 4. Increased Profitability

1. Competitive Necessity 2. Rising Expectations 3. Human Performance 4. Increased Profitability 5. Customer Loyalty
How do you build an Uplifting Service Culture?

UP! Your Service
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UP! Your Service
UpYourService.com
UP! Your Service
UpYourService.com
UP! Your Service
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Service Leadership
UP! Your Service
UpYourService.com
Service Leadership
Actionable Service Education

Service Leadership
Service Culture Building Blocks

Service Leadership
UP! Your Service
UpYourService.com
The customer is the final inspector.
UP! Your Service
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The customer is the final inspector.
UP! Your Service
UpYourService.com
There is only one boss: the customer. He can fire everybody in the company by spending his money somewhere else.
UP! Your Service
UpYourService.com
There is only one boss: the customer. He can fire everybody in the company by spending his money somewhere else.
UP! Your Service
UpYourService.com
Do what you do so well that they will want to come again and bring their friends.
UP! Your Service
UpYourService.com
Do what you do so well that they will want to come again and bring their friends.
UP! Your Service
UpYourService.com
Service Leadership
UP! Your Service
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Service Leadership

Education or Training
Frontline Service Training















UP! Your Service
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UP! Your Service
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Where is excellence on the Six Levels of Service?

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Where is excellence on the Six Levels of Service?

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Excellence is a moving target.

Excellence is taking the next step UP!

The Six Levels of Service

Apply this to your job. What action can YOU take to Step UP?
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Every Perception Point Counts!

Every Perception Point Counts!

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Perception Points: FACE TO FACE

Perception Points: OVER THE PHONE

Perception Points: IN WRITING

Perception Points: PRODUCTS

Perception Points: PACKAGING

Perception Points: DELIVERY

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Where is room 347?

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Action steps can create more VALUE.
UP! Your Service
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Action steps can create more VALUE. But different customers value different things.
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Four Different Categories of Value









The BIG Picture

The experience your customers value.
Where do you see a big opportunity to add or create more value?
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Who should take responsibility for making these improvements?

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Take Personal Responsibility

Blame, Shame and Excuses do not make things better! What action can you take?

Service Leadership

Service Leadership

The 12 Building Blocks of Service Culture
TM
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TM
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TM
UP! Your Service
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Common Practice Common Practice Common Practice
TM
Common Practice
Common Practice
Common Practice
Common Practice
Common Practice
Common Practice
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Common Practice
Common Practice
Common Practice
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Best Practice? Best Practice? Best Practice?
TM
Best Practice?
Best Practice?
Best Practice?
Best Practice?
Best Practice?
Best Practice?
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Best Practice?
Best Practice?
Best Practice?
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TM
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Common Service Language Service Communications Service Improvement Process
UP! Your Service
TM
Engaging Service Vision Service Recognition and Rewards Service Recovery and Guarantees
Service Staff Recruitment Voice of the Customer Service Benchmarking
New Staff Orientation
Service Measures and Metrics

Service Role Modeling
UpYourService.com

UP! Your Service
TM

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1. Common Service Language
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UP! Your Service
TM

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5. Service Communications
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UP! Your Service
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6. Service Recognition and Rewards
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UP! Your Service
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12. Service Role Modeling
UP! Your Service
November 27, 1894 April 27, 1989
UpYourService.com
Service Leadership M O M E N T U M
UP! Your Service
M O M E N T U M
UpYourService.com
A free signed copy for you! Please collect your book at the front exit. Leave your business card for more
Thank you.
A world where people are educated and inspired to excel in service


Ron Kaufman Up Your Service Light

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The Secrets of Superior Service Culture

The Secrets of Superior Service Culture

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

Why Build an Uplifting Service Culture?

UP! Your Service

1. Competitive Necessity 2. Rising Expectations

UP! Your Service

1. Competitive Necessity 2. Rising Expectations 3. Human Performance

UP! Your Service

1. Competitive Necessity 2. Rising Expectations 3. Human Performance 4. Increased Profitability

How do you build an Uplifting Service Culture?

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

Actionable Service Education

Service Culture Building Blocks

Actionable Service Education

UP! Your Service

The customer is the final inspector.

UP! Your Service

The customer is the final inspector.

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

Actionable Service Education

Frontline Service Training

Frontline Service Training

Frontline Service Training

Frontline Service Training

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

Actionable Service Education

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service

UP! Your Service